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Seakeeper · 1 day ago

Customer Support Specialist

Fort Myers, Florida, United States

Full-time

Onsite

Entry Level

1+ years exp

Seakeeper is a company focused on transforming the boating experience through innovative products. They are seeking a Customer Support Specialist to provide exceptional customer service and support, working closely with internal teams and customers to ensure a seamless experience with their Seakeeper Ride systems.

ManufacturingMarketingService Industry

Responsibilities

Acquiring a deep understanding of our Seakeeper Ride technology – how the product works, how it is installed and common issues – to provide best-in-class customer support

Collaborating closely with internal Sales and Technical Service teams to create, manage, and update customer cases within NetSuite (our ERP and CRM system)

Serving as the first point of contact for Tier 1 technical inquiries related to Seakeeper Ride systems, including basic troubleshooting and root cause diagnosis

Fielding all inbound email and phone inquiries with a strong sense of urgency, ensuring timely responses and appropriate routing to internal team members when escalation is required

Creating, processing, and following through on Return Authorizations (RAs), ensuring accuracy, proper documentation, and timely resolution

Administering and supporting warranty claims by verifying eligibility, ensuring required documentation is submitted, and coordinating internally to move claims through review to resolution

Maintaining accurate warranty and return records in NetSuite, following established policies, processes, and approval requirements

Working directly with boat manufacturers, boat dealers, aftermarket customers, and internal departments to confirm account requirements and help prevent shipping delays

Proactively communicating any shipping delays, warranty updates, return-related issues, or other changes to customers, setting clear and realistic expectations throughout the process

Consistently following established processes and procedures while exercising sound judgment and creative problem-solving to resolve unique or non-standard situations

Identifying process gaps, recurring issues, or opportunities for improvement and communicating recommendations to leadership

Qualification

Customer service experienceERPCRM experienceAttention to detailMicrosoft Excel proficiencyCommunication skillsMultitasking skillsProblem-solving skillsOrganizational skillsPositive attitudeConfidentiality