Client Services Specialist

The Client Services Specialist will provide direct support for our clients based in NASA by managing specific tasks relating to the IP Translation and IP Filing Order to Cash process.

The role focusses on ensuring NASA-located customers can receive immediate support during their working day and leveraging time-zone advantages to maintain swift delivery of translation and filing processes while EMEA colleagues are not working.

About IP Solutions
 

RWS IP Solutions is the world's leading provider of intellectual property support services.

With over 60 years of experience, our leadership in high quality patent translations, foreign patent filing, IP research and patent renewal services is unrivalled.

Combining expert patent translators and advanced technology ensure translations of the highest consistency and quality.

We help streamline clients' internal processes, providing flexible, cost-effective foreign filing services reducing the administrative burden associated with protecting IP on a global scale.

We offer patent renewals and recordals services, as well as the widest range of IP research services on the market.

RWS IP Solutions supports its clients throughout the entire IP lifecycle, from concept to commercialisation.

RWS clients include many of the world's best known brands, and 18 out of 20 of the world's largest patent filers.

Key Responsibilities

• • Provide updates during US working hours on in-flight EMEA-handled translation and filing orders to customers and colleagues in the NASA region
  • Investigate and respond to complaints/feedback from customers in the NASA region within the same working day, working through the resolution and root cause analysis steps as far as possible
  • Provide same-day price quotes where possible or, if not possible, initiate the price quote process for NASA customers and colleagues
  • Relay urgent orders from NASA customers to APAC teams to ensure NASA-based clients receive immediate support and avoid delays.
  • Handle orders with Asian-only language pairs to maximise time zone benefits, increasing available translation time and capturing data to feed into pricing information
  • Assist Operational Leads with reporting activities and data gathering.
  • Provide ad hoc support to EMEA operations teams

Key Metrics

• Quote turnaround time for quote requests for NASA customers
• Response times to correspondence for NASA customers

Skills & Experience

• • Client Service Expertise: Proven experience in a client-facing role, ideally within a professional services or language services environment
  • Order-to-Cash Process Knowledge: Familiarity with workflows such as quoting, order management, and invoicing; experience in IP-related processes (translation and filing) is highly desirable.
  • Self-starter – proven ability to work remotely from rest of team
  • Time-Zone Coordination: Demonstrated ability to work independently and manage priorities across global teams, ensuring seamless handovers between regions.
  • Problem Resolution Skills: Experience investigating and resolving client complaints, including root cause analysis and corrective actions.
  • Commercial Awareness: Ability to prepare accurate price quotes and understand cost drivers in service delivery.
  • Data Handling & Reporting: Comfortable gathering and analyzing operational data for reporting purposes.
  • Excellent written and verbal communication skills for liaising with clients and internal teams
  • Technical Proficiency: Competence with MS Office and familiarity with CRM or order management systems; experience with IP management tools or CAT tools is a plus.

Benefits

• Possibility to do charity work for 5 days paid.
• 4 weeks' holiday, your birthday OFF and 5 sick days.
• Access to a vast library of eLearning training.
• Great benefits plan (dental, medical, STD/LTD, EAP…)
• Hybrid/Remote model and Agile work practices

Location

Candidates located in the Eastern Time zone will be preferred

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you'll love life at RWS. 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.