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Customer Service Liaison

2 months ago

Irvine, North Ayrshire, United Kingdom MASHPOINT LLC Full time

Job Title: Customer Service Liaison

Location: MASHPOINT LLC

Duration: 3 months (with possible extension)

Summary

The Customer Service Liaison manages and supports key customers and territories. Duties include quoting purchase order review data entry and management working with customer portals resolving customer issues related to production orders and office-based administration support for both internal and external customers.

Responsibilities

  • Improve levels of customer satisfaction in all facets of customer service consistent with business goals.
  • Acts as liaison between company and customer to ensure excellent communication and customer relations are sustained.
  • Maintain a professional image while answering customer (internal and external) inquiries and resolving outstanding concerns.
  • Answers customer inquiries in person and resolves outstanding concerns.
  • Supports onsite customer visits and coordinates cross-organizational resources.
  • Attends mandatory meetings to discuss escalations and issues with cross-organizational resources.
  • Attends daily meetings.
  • Provides customers with price and delivery to fulfill requests for quotes.
  • Follows up on outstanding quotes and converts to orders.
  • Completes contract review order entry and submits purchase orders for internal flow down execution.
  • Accesses and maintains customer portals daily for assigned accounts.
  • Displays empathy for customer concerns and handles situations in the best interest of the company and customer.
  • Researches and resolves pending items, customer concerns, and complaints in a timely manner.
  • Coordinates with internal departments to support expedite requests and create recovery plans for delinquent orders.
  • Attends cross-functional meetings required to support customer issues and expectations.
  • Performs backlog audits and purchase order reconciliation for assigned accounts on a regular basis.
  • Evaluates customer demand inquiries and mitigates risk for customers and the company.
  • Maintains account-specific work instructions for assigned customers.
  • Updates forecasting module regularly to ensure appropriate demand loaded for assigned accounts.
  • Assists accounting and shared services with collection efforts.
  • Complies with export compliance guidelines.
  • Follows company policies and procedures.
  • Balances team and individual responsibilities.
  • Identifies and resolves problems quickly and accurately.
  • Willingness to change and strive for improvement.

Requirements

  • Bachelor's Degree or Equivalent.
  • 5 or more years as a Customer Service Representative in a Manufacturing Environment.
  • 3 or more years in manufacturing/aerospace.
  • Experience with Contracts Management FAR/DFAR compliance and obligations.