Customer Service Liaison (CSL)


Responsible for all aspects of order management including: order entry, expediting the manufacturing team when appropriate, supervising and communicating with technicians, making sure that customer issues are addressed in a timely manner. The CSL provides front line customer support on all facets of demands and builds and maintains trustful customer relationships.

EXPECTATION FOR ALL EMPLOYEES: Employees are expected to support the Company's business principles and values by demonstrating honesty, integrity, loyalty, accountability and superior customer service as well as by contributing at optimum levels toward the success of the company.

Essential Functions

•Supervise and schedule field service personnel for service orders.

•Schedule and monitor 24-hour phone support schedule (business and after hours).

•Assign and monitor reported cases to required department.

•Monitor installation progress and provide support to field service personnel.

•Work with account managers, software and engineering department to support and fulfill customer installs.

•Manage and drive escalated customer issues as necessary.

•Assist other departments with enforcing Quality Assurance & Control procedures.

•Answer incoming phone inquiries and respond to customer requests.

•Manage and process all incoming customer orders.

•Primarily responsible for order entry, order tracking and post-sale customer service.

•Reviews purchase orders for quality and accuracy.

•Proactively monitor and advise customers of changes to open orders.

•Coordinate customer factory site visits.

•Coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

•Identify, research, and resolve customer issues by communicating with other team members as necessary.

•Coordinate material returns and credits for customer orders.

Required Experience & Skills

Require an associate's degree or its equivalent and 3-4 years of experience in a related field or position.

•Previous experience working in a small business/start up organization is preferred but not required.

•Proficient in Microsoft Excel and other Office products.

•Strong time management, organizational and prioritization skills.

•Team player who helps create a results focused and motivating team environment

•Ability to adjust quickly to new processes and procedures.

•Must be able to interact and communicate with individuals at all levels of the organization; establish and maintain effective working relationships with co-workers and the general public.

•Must display a positive attitude and good work ethic.

•Work requires continual attention to detail, establishing priorities and meeting deadlines. Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.

•Must be willing to think outside the box with excellent analytical, critical thinking and problem-solving skills.

•Must be flexible and able to work in a challenging and fast-paced work environment

•Ability to present in a group setting and lead discussions

•Must be process oriented.


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