Customer Service Liaison

3 days ago


Gardner, Massachusetts, United States Garlock Flexibles Full time
Job Title:

**Customer Service Liaison**

About the Role:

The Customer Service Liaison is responsible for establishing and maintaining a service-oriented relationship with external and internal customers. The role involves ensuring the fulfillment of customer orders by maintaining strong, timely and effective communication with internal departments as well as to the customer.

Key Responsibilities:
  • Act as a safety leader and put safety first in all responsibilities, promoting an environment where each employee makes safety their priority.
  • Support the business strategy through the creation of customer-centric service processes, standards, and metrics.
  • Build customer loyalty by proactively managing the Customer's experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an 'ease of doing business' environment.
  • Build relationships with customers through visits, 'Voice of the Customer' feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
  • Manage and align resources to meet customer requirements.
  • Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
  • Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
  • Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
  • Partner with Operations/Supply Chain to ensure a world-class customer experience. Initiate and execute inside sales correspondence to drive SOW (Share of wallet) and increase sales with existing customers.
Requirements:
  • A high school diploma or general education degree.
  • 2 years related experience in a customer service environment.
  • Demonstrated knowledge of ERP Systems and Microsoft Office suite.
  • Excellent communication and written skills.
  • Strong attention to detail and acute problem-solving skills.
  • Recognized as a team player & has displayed ability to resolve issues successfully, requiring multiple team inclusion.
  • Flexibility and the ability to multitask.
  • Works well in stressful situations and has demonstrated the ability to relate to difficult customer interaction.
  • Excellent soft skills and ability to work effectively with all levels internally and externally.
  • Proven ability to work independently and under own initiative.
  • Ability to work as part of a team and meet targets/goals efficiently.
Compensation:

The estimated salary for this role is $45,000 - $55,000 per year, depending on experience.

Work Environment:

The typical environment of manufacturing and production facilities. Exposure includes but is not limited to continuous noise, scent of materials, bright workstations, machinery with moving parts.



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