Customer Liaison

Job Summary: This position is responsible to oversee projects and the business relationship with assigned accounts, while exceeding customer's expectations. By acting as a liaison for internal and external communications, this position will ensure a positive customer relationship. This position will be on-site at the customers location.

Required Qualifications:
•High School Diploma or equivalent (College Degree preferred)
•3+ years experience in manufacturing environment
•Strong communication skills, both written and oral
•Excellent organizational skills and attention to detail
•Computer literate - strong knowledge of Microsoft Office (Excel, Word, and PowerPoint)

Critical Success Factors:
•Excellent attendance
•Ability to interact with the Management Team in a professional manner to continually enhance the Company's performance
•Ability to work independently without supervision and with minimum direction
•Ability to work in a team environment and be both a team player and team leader
•Respecting and understanding of the Customer/Supplier relationship
•Ensure that all duties and tasks are carried out in a safe and efficient manner and at no time is the employee or their co-workers placed in an unsafe condition

Responsibilities:
•Acts as a focal point to resolve customer quality questions, problems or concerns and to coordinate and facilitate effective corrective actions to ensure customer care and satisfaction.
•Provides feedback to the appropriate Martinrea plant personnel concerning quality opportunities, problems or issues.
•Coordinates with the proper Company personnel to provide timely and accurate answers to the customer.
•Works directly with the customer to provide solutions to resolve customer-related quality concerns and issues.
•Serves as a resource for problem identification and resolution to prevent customer dissatisfaction.
•Participates in investigations, containment and rework of non-conforming product.
•Monitors progress with assigned customers to ensure on-time delivery of services and customer satisfaction.
•Visits customers to provide a one-to-one service, when applicable.
•Develops customer service procedures, policies and standards for the Department.
•Provides help and advice to customers using Company's products or services.
•Communicates courteously with customers by telephone, email, letter and face to face.
•Investigates and solves customer's problems, which may be complex or long-standing problems that have been passed on.
•Abides by all Company polices including, but not limited to the following; Health and safety, Quality and Environmental Systems, Human Resources policies, and Martinrea Employee Handbook.

Working Conditions
•Plant Floor
•Office

Effort/Physical Demands
•Constant communication with employees, peers, and management
•Overtime as required

Health and Safety Responsibilities
•Must work in accordance with Health and Safety regulations, Company Rules, Plant Rules, policies and procedures
•Must use or wear equipment, protective devices or certain clothing as required by the Company