Customer Liaison

Job Summary: 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 actions Work 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 requirements; Strong 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 Benefits: 401(k) Dental insurance Flexible spending account Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance Equal Employment Opportunity Employer #J-18808-Ljbffr OKE Group GmbH