Customer Service Representative Liaison

Job Summary We are seeking a dynamic and enthusiastic Customer Service Representative Liaison for our Quality Department to serve as the vital link between our clients and internal teams. In this role, you will deliver exceptional customer support by addressing inquiries, resolving issues, and ensuring client satisfaction through effective communication and problem-solving. Your billingual abilities, combined with your strong sales and client service skills, will help foster positive relationships and promote our brand's reputation. This paid position offers an exciting opportunity to develop your communication expertise while making a meaningful impact on our customers' experience.

ESSENTIAL JOB FUNCTIONS

Ensure the Global/Customer QA communication. Be readily available to visit the customer's facility. Act as a liaison between the customer and the plant. Issue all RMA numbers to the customers and initiate any 8D's if needed. Complete the quality section on all feasibility studies / APQP meetings prior to quoting any and all new work. Re-inspect and certify product at customer facilities; coordinate containment with Global cross functional team and notify, via e-mail or verbal affected parties at Global, maximum 24 hours after being informed by the customer. Coordinate and oversee any re-inspection and certification of such product; report findings to QA Manager and Corrective Action teams. Initiate and coordinate 8D's reports. Track and verify customer score card ratings, internal/external PPMs and report to pertinent departments & management. Update / report to Management the KPI results with graphs. Track and record containment findings and have it available at customer's request. Update and analyze the Suppliers evaluations, to report to the management. Track invoicing of sorting and reworks and include in Cost of Quality graph. Track the plant's cost of quality and report it to management. Track and manage inventories in hold area. Assist with and check relabeling activities. Assist / support preparation for audits (topics related to customer satisfaction). Keep update daily Log complain to support the management team to take decisions. Maintain accurate data entry records related to customer interactions, feedback, and quality assessments. Provide bilingual support when needed to assist a diverse client base effectively. Analyze customer service data to identify trends, root causes of issues, and opportunities for process enhancements.

SKILLS AND QUALIFICATIONS

Proven experience in a manufacturing customer environments or quality support roles preferred. Familiar with IATF 16949, EMS and Quality Management System Awareness requirements pertaining to job. Basic problem solving and 8D follow up with a specialty in first customer contact and initial containment. Understanding of process FMEA and control plans. Strong communication skills with excellent phone etiquette and active listening abilities with ability to speak in large groups/meetings. Proficiency in Microsoft Office (Word, Excel) and basic computer skills for data entry and documentation tasks. Demonstrated ability to handle multiple tasks efficiently while maintaining attention to detail. International travel as required. Bilingual skills (English/Spanish) required to effectively communicate with diverse client bases in the USA & Mexico. High School diploma or equivalent, required. 1 or more years experience in customer service in a manufacturing environment, with quality experience/familiarity highly desired. Must be able to work 40 hours or more per week and weekends as required. Join us as a Customer Service Representative Liaison and be part of a vibrant team dedicated to delivering outstanding client experiences!

Equal Employment Opportunity Employer Pay:

$18.00 - $22.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Quality assurance: 1 year (Preferred) customer service (bilingual): 1 year (Required)

Language:

Spanish (fluently) (Required) English (fluently) (Required) Willingness to travel: 25% (Required)

Work Location:

In person