Customer Service Technical Liaison

1 week ago

Allentown, Pennsylvania, United States OPW Full time

Job Summary:

The Customer Service Technical Liaison plays a pivotal role in managing internal activities to ensure optimal commercial support for external and internal customers. Leveraging technical knowledge of products, pricing, and applications, the incumbent innovates and implements strategies to continually enhance the service level provided by OPW to distributors, end-users, and global business units.

Key Responsibilities:

  • Determine customer service requirements by maintaining close contact with customers, mastering the operational environment, and analyzing information and applications.
  • Provide quality customer support by handling incoming customer calls effectively and courteously.
  • Develop a high-level understanding of the various products and services with the ability to speak to and answer high-level technical questions from customers.
  • Continuously improve technical knowledge and stay updated on product features and updates.
  • Improve customer service quality results by studying, evaluating, and redesigning processes; establish and communicate service metrics; monitor and analyze results; implement changes and update customers regularly.
  • Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedited requests, complaints, and questions. Provide the necessary follow-up to ensure that all customer inquiries, questions, and complaints are resolved in a timely and satisfactory manner.
  • Maximize customer operational performance by resolving technical questions, planning, shipping, and service problems.
  • Attend daily team meetings and act as the key point person for technical information delivery and response to customer inquiries.
  • Manage team customer service reports and allocate standard and rush orders based on business and customer needs.
  • Develop and enhance procedures and tools to facilitate ease of doing business for customers.
  • Resolve product and service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause of the problem, selecting the best solution to resolve the issue, and following up to ensure effective resolution.
  • Coordinate with production to schedule and expedite orders as necessary to exceed customer expectations, while maintaining continuous communication with the technical team for operations status, shipping, and engineering updates.
  • Recommend process improvements and cost-saving initiatives.
  • Undertake other special projects and activities as identified.

Requirements:

  • Bachelor's degree or equivalent work experience.
  • Proficiency in Microsoft Office Suite and strong computer skills.
  • Experience with Info/XA or similar ERP systems.
  • Strong customer service orientation.

Preferred Qualifications:

  • Bachelor's degree in information technology, engineering, science, or a related field and/or commensurate experience.
  • 3-5 years of customer service, order entry, and/or sales experience.
  • Knowledge of KPIs/5S/Kaizen/Lean culture initiatives.
  • Experience working in an industrial/manufacturing environment preferred.
  • Leadership/supervisory experience preferred.

Personal Characteristics:

  • Excellent written and oral communication skills.
  • Disciplined work ethic.
  • Detail-oriented and well-organized.
  • Process orientation.
  • Team player.
  • Passion for customers and customer service.
  • High energy, motivating style.
  • Adaptable.

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