Customer Service Liaison for Key Accounts

1 week ago


Huntersville, North Carolina, United States Volt Workforce Solution Full time

Job Summary: Volt Workforce Solutions is seeking a Customer Service Liaison to manage key accounts, providing exceptional customer experience and support.

About the Role: As a Customer Service Liaison, you will be responsible for maintaining outstanding customer relationship standards through call quality, problem-solving, and ownership over any customer issue. You will provide support to customers seeking help with post-order issues, including returns, replacements, refunds, delivery status, back-order inquiries, and any other issues that may arise in the order fulfillment process.

Key Responsibilities:

  • Uphold exceptional customer relationship standards through call quality, problem-solving, and ownership over any customer issue.
  • Provide support to customers seeking help with post-order issues, including returns, replacements, refunds, delivery status, back-order inquiries, and any other issues that may arise in the order fulfillment process.
  • Responsible for resolving customer concerns, including proper escalation channels.
  • Follow all commitments made to customers and ensure correct and prompt processing of all requests asked for customer service.
  • Proactively communicate potential service issues to customers and internal personnel.
  • Identify trends or inefficiencies requiring collaboration with all internal teams to root cause issues and develop process changes to drive exceptional customer experiences.
  • Operate with understanding, active listening, patience, empathy, and kindness to customers and Team Members alike.
  • Manage the order management life cycle for any assigned Key Accounts and Channel.
  • Maintain and manage backlogs, orders on hold, and follow up to clear pricing/cross-reference issues as quickly as possible.
  • Build a trusting relationship with the inside & outside sales team, along with internal support channels.
  • Maintain first-level troubleshooting of inbound/outbound EDI transactions for purchase orders, order acknowledgements, advance shipping notifications (ASNs).

Requirements: The ideal candidate will have a 4-year college degree or equivalent combination of education/work experience. Knowledge of computers like SAP SD and EDI and MS Office (Excel, Word) is required. Experience in customer service and Consumer Products Industry is preferred.

Compensation: The estimated salary for this role is $18.00 - $20 per hour, based on the location and job requirements. Please note that the pay range offered to a successful candidate will be based on several factors, including education, work experience, work location, specific job duties, certifications, etc.



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