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Customer Service Liaison

2 months ago

Reading, Pennsylvania, United States DS Smith Full time
Job Summary

We are seeking a highly skilled and organized Customer Service Liaison to join our team at DS Smith. As a key member of our customer-facing team, you will be responsible for managing the interaction between our Account Executives, Customers, and Production teams from order receipt to delivery.

Key Responsibilities
  • Manage specific customer accounts and ensure timely and accurate order fulfillment.
  • Review and approve incoming orders, ensuring compliance with company guidelines and customer requirements.
  • Coordinate with Production teams to ensure seamless order processing and delivery.
  • Provide exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Collaborate with Sales teams to ensure accurate and timely order confirmations and updates.
  • Monitor and report on customer satisfaction and order fulfillment metrics.
  • Develop and maintain strong relationships with customers, understanding their needs and preferences.
  • Work closely with internal teams to resolve customer complaints and quality issues.
  • Manage customer pricing and inventory levels, ensuring optimal stock levels and minimizing waste.
  • Communicate proactively with customers regarding order status, delays, and changes.
  • Conduct regular customer updates and reviews to ensure ongoing satisfaction and improvement.
Requirements
  • Bachelor's degree in Business, Supply Chain, or related field.
  • 3-5 years of experience in customer service, account management, or a related field.
  • Excellent organizational and communication skills, with the ability to multitask and work under pressure.
  • Proficiency in Microsoft Office, particularly Excel, Outlook, and Access.
  • Strong problem-solving skills, with the ability to think critically and creatively.
  • Ability to work independently and as part of a team, with a strong focus on customer satisfaction.
Preferred Qualifications
  • Previous experience with ERP systems.
  • Strong phone handling and active listening skills.
  • Cooperative attitude and dedication to the company's mission.
  • Ability to adapt to changing priorities and deadlines.