Customer Liaison Coordinator

The Customer Liaison Coordinator serves as the primary point of contact between customers and internal teams, ensuring smooth communication regarding sales orders, delivery timelines, and any order-related issues. This role focuses on gathering and relaying accurate information from departments such as production, dispatch, technical and logistics to provide timely updates and resolutions to customers. The ideal candidate is a proactive communicator with strong organizational skills, dedicated to enhancing customer satisfaction and operational efficiency.

Responsibilities

·        Act as the main liaison for customers, handling inquiries related to sales orders, delivery dates, order shortages, and other basic customer interactions via phone, email, or chat.

·        Collect and combine information from internal teams, including production (production schedules), dispatch (for shipping updates), technical (for product specifications or troubleshooting), and logistics (for inventory and transportation details).

·        Provide customers with accurate and up-to-date information on order status, potential delays, shortages, or alternative solutions to maintain transparency and trust.

·        Coordinate with relevant departments to resolve customer concerns promptly, escalating complex issues to supervisors as needed.

·        Maintain detailed records of customer interactions, order updates, team communications or the order management system.

·        Monitor order progress from placement to delivery, identifying potential bottlenecks and informing customers proactively.

·        Assist in basic order processing tasks, such as confirming details, updating records, and following up on pending items.

·        Contribute to process improvements by providing feedback on common customer issues and inter-departmental coordination challenges.

Qualifications

·        Experience: 1-2 years in customer service, sales support, or a coordination role; experience in production, logistics, supply chain, or order management is a plus.

o   Excellent verbal and written communication skills for clear, professional customer interactions.

o   Strong interpersonal abilities to build rapport with customers and collaborate with cross-functional teams.

o   Proficiency in Microsoft Office (e.g., Excel for tracking orders)

o   Organizational skills with the ability to multitask and prioritize in a fast-paced environment.

o   Problem-solving mindset to address order shortages or delays effectively.

o   Attention to detail for accurate information relay and record-keeping.

o   Customer-oriented approach with empathy and patience in handling inquiries.

Working Conditions

·        Full-time position, typically Monday to Friday with standard business hours; may require occasional flexibility for customer time zones or urgent issues.

·        Office-based

This role is essential for bridging the gap between customers and internal operations, ensuring high levels of service and contributing to overall business success.