Customer Service Liaison

4 days ago

McDonough, Georgia, United States The Carlstar Group Full time
Job Details

Job Location: McDonough, GA

Position Type: Full Time

Description

We are seeking a highly skilled Customer Service Liaison to join our team at The Carlstar Group. As a key member of our Customer Experience department, you will be responsible for ensuring that shipments are processed and dispatched promptly to meet customer needs.

Key Responsibilities:

  • Act as the representative for the Customer Experience department at the Distribution Center, ensuring that shipments are processed and dispatched promptly to meet customer needs.
  • Ensure all shipments are planned and executed efficiently to meet customer expectations and reduce costs.
  • Serve as the primary liaison to obtain timely responses from the Logistics and Shipping departments regarding shipment statuses and priorities.
  • Take necessary actions to escalate issues when timely responses are not received from Logistics and Shipping.
  • Conduct random audits on shipments for high-priority customers to verify that counts match the paperwork and that all necessary documentation is attached.
  • Regularly audit shipments to ensure all required paperwork is properly affixed and accurate.
  • Notify the Customer Experience team when parcel shipments are not picked up on schedule so customers can be informed of delays.
  • Inform Customer Service when inventory adjustments are needed in the E1 system to prevent inaccurate stock information from being communicated to customers. Work with the Distribution Center (DC) to ensure timely inventory updates.
  • Keep track of and flag any shipments that include opened innertube cases to prevent issues.
  • Facilitate communication between Shipping and Logistics to prioritize orders that are in allocated status and have aging or current request dates.
  • Conduct audits or validate the audit process for shortage claims to ensure accuracy and resolve discrepancies. Being a support resource to team members working with doing the cycle counts to double check/validate.
  • Serve as the point of contact for challenging denied claims, especially when cycle counts suggest there was no shortage, to validate and resolve such claims.
  • Maintain an updated contact list of key personnel at the Distribution Center for resolving various issues, such as scheduling items for assembly, scheduling items to be picked, arranging freight methods, and addressing freight pickup issues.
  • Other customer service job duties as assigned.
Qualifications

Required Knowledge and Experience:

  • High School diploma
  • 5+ years of experience working in B2B customer service roles.
  • Strong working knowledge of Microsoft office.
  • Strong attention to detail and excellent problem-solving skills.
  • Strong customer focus and service orientation.
  • Self-confident and self-starter.
  • Strong written and verbal communication skills.
  • Creative and resourceful.
  • An agile decision-maker who can act promptly and decisively in response to emerging challenges and opportunities.

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