Customer Liaison

Job Description

Job Description

Position Summary

At Highland Cabinetry, our mission is to provide quality, reliability, and service that stand

out in the industry. The Customer Liaison plays a key role in that mission serving as the

connection point between our warehouse operations, account managers, and valued

customers. This position focuses on ensuring each order is handled with accuracy,

professionalism, and efficiency while maintaining the highest standards of customer

satisfaction.

The Customer Liaison helps streamline communication, reduce order errors, and make the

pickup and delivery process as smooth as possible. This role is ideal for someone who

thrives in a fast-paced environment, enjoys helping others, and takes pride in being the go-

to person who keeps things running efficiently.

Key Responsibilities

 Serve as the main point of contact for customer inquiries related to orders, pickups, and

deliveries.

 Communicate order updates, lead times, and resolutions to customers promptly and

professionally.

 Act as the liaison between customers, the sales team, account managers, and internal

departments.

 Report any dissatisfied or disgruntled customers to management for timely follow-up.

 Coordinate with account managers and warehouse staff to ensure orders are processed

accurately, staged on time, and ready for pickup.

 Collaborate with the warehouse and logistics team to resolve missed items, incomplete

orders, or customer issues efficiently.

 Help manage the same-day pickup process, ensuring clear communication with both

internal teams and clients to minimize wait times.

 Schedule and organize advance pickup orders, ensuring product readiness and

efficiency for contractors and builders.

 Ensure customers are assisted while waiting in the lot — offering water, snacks, and

friendly communication.

 Collect and maintain accurate customer information through conversation and

recordkeeping.

 Maintain accurate records of all customer interactions, order changes, and delivery

documentation in company systems and spreadsheets.

 Keep the snack and drink station stocked, clean, and welcoming for customers.

 Collaborate with internal departments to improve communication flow and enhance

overall customer experience.

 Maintain a positive, professional attitude and uphold Highland Cabinetry’s culture of

respect, teamwork, and service excellence.

Qualifications

 Education : High school diploma or equivalent required; associate degree in business,

logistics, or related field preferred.

 Experience : 2+ years in customer service, warehouse coordination, logistics, or order

processing.

 Strong interpersonal and communication skills with an emphasis on customer

satisfaction.

 Highly organized with exceptional attention to detail and follow-through.

 Proficient in Microsoft Office and order management systems (experience with NetSuite

a plus).

 Ability to multitask, prioritize, and remain composed in a busy warehouse environment.

 Knowledge of the cabinetry, construction, or building materials industry preferred.

Core Competencies

 Customer-first mindset and clear communicator

 Strong problem-solving and collaboration skills

 Organized and dependable with high attention to accuracy

 Team-oriented and adaptable to changing priorities

 Positive and professional approach in all interactions

Compensation & Benefits

 Competitive hourly rate (based on experience)

 Full benefits package including medical, dental, and vision

 Paid time off and holidays

 Opportunity for growth within a rapidly expanding company

 Supportive, team-oriented culture focused on respect and performance