We are seeking a dynamic and detail-oriented Customer Liaison to join our team. In this role, you will be the frontline ambassador for maintaining exceptional service standards while ensuring quality processes are upheld across customer interactions. Your energetic approach will help foster positive customer experiences, support quality assurance initiatives, and contribute to continuous improvement efforts within our organization. This position offers an exciting opportunity to blend customer engagement with quality management, making a tangible impact on service excellence. $18.00 - $22.00 per hour
Responsibilities:
Conduct quality audits of customer interactions to ensure compliance with company standards and policies
Perform regular quality control checks and inspections of service processes and documentation
Monitor and evaluate customer service calls, chats, and emails for adherence to quality systems and best practices
Act as a liaison between customers and the plant, including issuing RMA numbers and initiating 8D problem-solving processes as required
Collect, analyze, and interpret customer feedback, service metrics, and quality inspection data to identify trends and improvement opportunities
Collaborate with cross-functional teams and management to implement quality management strategies
Assist with developing training materials and conducting coaching sessions based on quality analysis findings
Maintain accurate documentation of quality audits, inspections, and corrective actionsWork day and/or night shifts as needed; weekends may be required
Travel internationally approximately 20-30% as required
Qualifications:
High School diploma or equivalent required
Minimum of 1 year of experience in customer service within a manufacturing environment required; quality experience strongly preferred
Minimum of 1 year of quality experience in a manufacturing environment required
Familiarity with quality systems, QA/QC procedures, and manufacturing standards
Working knowledge of IATF 16949, EMS, and Quality Management System awareness requirementsStrong understanding of process FMEA and control plans
Excellent analytical skills with the ability to generate actionable insights from data
Bilingual proficiency in English and Spanish (verbal and written) required; ability to communicate effectively with customers in the USA and Mexico
Strong interpersonal and communication skills, including professional phone etiquette and the ability to speak in group settings and meetings
Proficient in Microsoft Office (Word, Excel) and basic computer skills for data entry and documentation
Ability to work independently and collaboratively in a team environment
Ability to work 40 hours or more per week
Physical requirements include standing for extended periods, lifting/pushing/pulling 25-50 lbs., occasional stooping, bending, and kneeling, and sufficient stamina and core strength to perform job duties safely