Customer Experience Liaison

3 weeks ago


Jackson, Mississippi, United States Expert Technical Solutions Full time
Job Description
We are seeking a highly motivated Order Management / Customer Care Specialist to join our team at Expert Technical Solutions in Jackson, GA. As a key member of our organization, you will be responsible for providing exceptional customer experiences through efficient and effective internal customer service activities. Your primary focus will be on building strong relationships between Customer Care, internal stakeholders, and the end customer.

**Job Summary:**
This role involves responding to customer inquiries, processing and managing customer orders, communicating product information, and demonstrating knowledge of products to provide technical assistance. You will also act as a customer advocate, researching and coordinating with internal departments to resolve customer claims/disputes. Additionally, you will maintain accurate records for the established customer base.

**Responsibilities:**
• Provide timely and professional responses to customer inquiries, questions, and concerns.
• Process and manage customer orders and requests accurately and efficiently.
• Communicate product information, schedules, material availability, shipments, etc. to customers.
• Demonstrate knowledge of products, their use, and how they relate to other products to provide general product-related technical assistance.
• Act as a customer advocate liaison between customers, field sales, operations, logistics, planning, marketing, and other internal organizations.
• Research and coordinate with internal departments to resolve customer claims/disputes.
• Maintain accurate records for the established customer base.

**Required Skills and Qualifications:**
• 2+ years' experience in a customer care / customer service role; preferably in a manufacturing environment.
• Ability to own an account from start to finish, including customer-facing interactions and work with vendors and carriers.
• Demonstrated O365 support experience.
• Experience with Oracle ERP software highly preferred.
• Project Coordination or Project Management experience preferred.
• Advanced user of Microsoft Office applications (Word, Excel, Visio, Project, PowerPoint).

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