Customer Experience Liaison

4 weeks ago

Waterloo, Ontario, Canada Northern Digital Inc Full time

At Northern Digital Inc., we're committed to delivering exceptional customer experiences. As a Customer Experience Liaison, you'll play a vital role in ensuring our customers receive the highest level of support throughout the sales process and beyond.

The ideal candidate will have a strong background in customer management, sales support, and sales operations. You'll be responsible for customer relationship management, from satisfying customer demands to pre-sales quotations, addressing return material authorization requests, and being the main point of contact for our customer's sourcing/purchasing teams.

Key Responsibilities:

  • First-level screening of customer inquiries
  • Provide pricing information, create, and provide quotations as required
  • Receive and review purchase orders for accuracy, ensuring customers are notified of NDI's capacity to produce the desired product in a time frame that is acceptable
  • Ensure that the terms and conditions of sale are understood and acceptable to NDI, and resolve any issues with the customer, with the assistance of NDI's legal team when necessary
  • Maintain close client contact with all assigned accounts, acting as the primary point of contact for our customer's sourcing/procurement teams
  • Participate and collaborate with internal stakeholders to continuously provide exceptional customer service in respective ensemble teams
  • Collaborate with internal global and local cross-functional teams to address any business issues and develop strategies for long-term success
  • Contribute to providing solution services to customers' requests and issues
  • Provide input in various tasks through maintaining an open line of communication and teamwork when forecasting, prioritizing orders, liaising with operations, and manufacturing, etc.
  • Maintain thorough documentation of problem status and resolution records (i.e., meeting minutes, entries into Salesforce, create customer complaints, etc.)
  • Provide support for RMA (Returned Material Authorization) when necessary, ensuring customers' products are returned to the correct location, prioritized for repair, and quoted as needed
  • As necessary, assist NDI in improving its procedures and finding efficiencies
  • Comprehend and adhere to the Quality Management System

Requirements:

  • Completion of a 3-year post-secondary degree or diploma program in business, communications, or a related discipline
  • 2+ years of experience in customer management, sales support, and sales operations
  • Experience working with medical devices and familiarity with various regulatory requirements

Why Choose NDI:

  • Generous employer-paid benefits package
  • Company-wide bonus program and annual salary reviews
  • Competitive salary with a Registered Retirement Savings Plan match of up to 4%
  • Employee stock purchase plan
  • It is common in many positions to work in a hybrid model, where flexibility and autonomy are supported by a combination of remote and in-office work
  • Starting at 3 weeks' vacation plus a company-wide Holiday shut-down in December
  • Employee social and engagement events throughout the year
  • Subsidized professional development and training opportunities
  • A Waterloo Region 2024 Top Employer
  • Growing global company with offices in Waterloo, Vermont, Germany, and Hong Kong
  • Closed to GRT and ION stops with free on-site parking

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