RWS Group

Client Services Specialist – IP Translation, Filing

RWS Group

full-time

Posted on:

Location Type: Hybrid

Location: California • United States

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About the role

  • 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

Requirements

  • Proven experience in a client-facing role, ideally within a professional services or language services environment
  • 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
  • Demonstrated ability to work independently and manage priorities across global teams, ensuring seamless handovers between regions.
  • Experience investigating and resolving client complaints, including root cause analysis and corrective actions.
  • Ability to prepare accurate price quotes and understand cost drivers in service delivery.
  • Comfortable gathering and analyzing operational data for reporting purposes.
  • Excellent written and verbal communication skills for liaising with clients and internal teams
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisprice quotingorder managementinvoicingdata analysiscomplaint resolutiontranslation processesfiling processescost driversreporting
Soft Skills
client-facingself-starterindependent workpriority managementcommunicationteam collaborationproblem-solvingadaptabilitytime managementattention to detail