Customer Service Liaison

Job Description

Position Overview:

MEIKO USA, Inc. – a leader and OEM in the foodservice industry supplying warewashing and disinfection devices - is seeking a dedicated and dynamic Customer Liaison to join our team. This role is integral in facilitating communication between customers and service agents to generate and manage service calls for MEIKO dishwashers under warranty or service agreements.

Key Responsibilities:

- Customer and Service Agent Communication: Generate new service calls and maintain effective communication with customers and service agents.

- Service Call Authorization: Authorize service calls, coordinate with Authorized Service Agents (ASA) for timelines, and keep customers informed of expectations.

- Parts Expediting: Expedite parts as needed to ensure timely completion of service calls.

- Claim Management: Post relevant updates in the warranty software program and oversee the service claim through to completion.

- Customer Verification: Verify with customers that the service call was handled satisfactorily and that the machine is functioning normally, then close the call.

- Warranty Payment and Invoicing: Approve warranty payments to service providers and generate invoices for service agreement customers with relevant markups.

- Technical Coordination: Collaborate with the tech support team for technical information needed to complete repairs and determine availability of MEIKO engineers before outsourcing to service agents.

- Communication and Documentation: Maintain excellent communication and detailed notes throughout the service call to minimize external involvement and confusion.

Qualifications:

- Excellent customer service skills.

- Ability to respond quickly to dynamic and fluid variables to achieve rapid repairs.

- Strong organizational skills and attention to detail.

- Proficiency in maintaining thorough and clear communication throughout the duration of service calls.

- Education and Experience:

- High school diploma or equivalent required; Bachelor's degree in Business, Communications, or a related field preferred.

- Minimum of 2-3 years of experience in a customer service or liaison role, preferably in a technical or service-oriented industry.

- Experience with warranty service management and technical support coordination is a plus.

Benefits:

- Unique and traditional healthcare benefit options.

- Life and disability insurance.

- Vision and dental insurance.

- 401k with a 50% company match up to 3%.

- Up to two weeks of vacation earned during the first year, plus 5 days of PTO.

- MIP bonus program offering up to a 6% annual bonus of salary depending on company performance and personal goals.

- Pay Level: $25-$28/hr, depending on experience

MEIKO USA, Inc. offers a supportive and collaborative work environment where you can grow your career while making a significant impact on our customer service operations. If you are passionate about providing excellent customer service and thrive in a fast-paced environment, we encourage you to apply.

MEIKO USA, Inc. – 1349 Heil Quaker Blvd; LaVergne, TN 37086 - is an equal opportunity employer.

Company Description

MEIKO manufactures top of the line, world class ware washing equipment. Visit our website: