Client Services Specialist - IP Translation and Filing

RWS Group

4d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

experience with IP management tools or CAT tools is a plus.

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