Customer Service Liaison - Full-time / Part-time

Customer Service Liaison

The Customer Service Liaison (CSL) is responsible for all aspects of order management including: order entry, expediting the manufacturing team when appropriate, supervising and communicating with technicians, making sure that customer issues are addressed in a timely manner. The CSL provides front line customer support on all facets of demands and builds and maintains trustful customer relationships.

Responsibilities:

• Supervise and schedule field service personnel for service orders.
• Schedule and monitor 24-hour phone support schedule (business and after hours).
• Assign and monitor reported cases to required department.
• Monitor installation progress and provide support to field service personnel.
• Work with account managers, software and engineering department to support and fulfill customer installs.
• Manage and drive escalated customer issues as necessary.
• Assist other departments with enforcing Quality Assurance & Control procedures.
• Answer incoming phone inquiries and respond to customer requests.
• Manage and process all incoming customer orders.
• Primarily responsible for order entry, order tracking and post-sale customer service.
• Reviews purchase orders for quality and accuracy.
• Proactively monitor and advise customers of changes to open orders.
• Coordinate customer factory site visits.
• Coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
• Identify, research, and resolve customer issues by communicating with other team members as necessary.
• Coordinate material returns and credits for customer orders.

Qualifications:

• Require an associate's degree or its equivalent and 3-4 years of experience in a related field or position.
• Previous experience working in a small business/start up organization is preferred but not required.
• Proficient in Microsoft Excel and other Office products.
• Strong time management, organizational, and prioritization skills.
• Team player who helps create a result focused and motivating team environment
• Ability to adjust quickly to new processes and procedures.
• Must be able to interact and communicate with individuals at all levels of the organization; establish and maintain effective working relationships with co-workers and the general public.
• Must display a positive attitude and good work ethic.
• Work requires continual attention to detail, establishing priorities and meeting deadlines. Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Must be willing to think outside the box with excellent analytical, critical thinking and problem-solving skills.
• Must be flexible and able to work in a challenging and fast-paced work environment
• Ability to present in a group setting and lead discussions
• Must be process oriented.

Hours:

8:00 am – 5:00 pm

Salary:

$15 – 18 hourly

(Temp to hire w/ benefits)