What are the responsibilities and job description for the Bi-Lingual Customer Success Liaison position at Industrial Sorting Services?
Bi-Lingual Customer Success Liaison
Position Summary
We are seeking a customer-focused, relationship driven Customer Success Liaison to serve as the primary representative between ISS and our customers' Quality organizations. This role is responsible for building strong, lasting partnerships with customer quality teams, maintaining consistent communication, and ensuring exceptional service delivery at locations where ISS provides third-party QA/QC support.
The Customer Success Liaison serves as the voice of the customer within ISS while also representing ISS as a trusted partner. This individual proactively identifies customer needs, resolves concerns, and works closely with Operations and Quality teams to ensure customer expectations are consistently exceeded. Success in this role is built on developing strong relationships, maintaining a visible presence with customers, and identifying opportunities to expand existing partnerships as new projects and needs arise.
Customer Relationship Management
- Serve as the primary point of contact for assigned customer Quality teams.
- Build and maintain trusted relationships through regular site visits and ongoing communication.
- Develop a deep understanding of each customer's quality standards, priorities, and future needs.
- Act as the liaison between customer stakeholders and internal ISS teams to ensure alignment and responsiveness.
- Foster long-term partnerships by delivering exceptional service and consistently following through on customer commitments.
Business Growth & Customer Success
- Monitor customer satisfaction and proactively resolve concerns before they impact the relationship.
- Identify upcoming projects, changing customer needs, and opportunities for ISS to provide additional services.
- Partner with Operations, Quality, and Sales to support account growth and customer retention.
- Represent ISS professionally while strengthening relationships that contribute to long-term business success.
What You Bring (Required Qualifications)
- Minimum 1 year of recent recruiting experience.
- Proficiency in English and Spanish
- Excellent communication and relationship-building skills.
- Experience in customer success, account management, client services, staffing, quality services, or a related field preferred.
- Highly effective organizational and planning skills, with the ability to manage multiple projects, shifting priorities, and tight deadlines
- Analytical mindset with experience interpreting data and performance metrics.
- Ability to collaborate effectively across multiple departments.
- Strong problem-solving skills and a proactive approach to customer service.
- Proficiency with Microsoft Office and CRM platforms.
- Strong written and verbal communication skills, with the ability to clearly direct teams and professionally interact with customers and management.
Physical Requirements
- Ability to pass a near-vision assessment
- Stand for extended periods on various surfaces
- Frequent bending and repetitive hand movements
- Lift up to 50 lbs. regularly (occasionally more)
Compensation & Benefits
- Benefits: Medical, Dental, Vision, Life Insurance, Short-Term Disability
- Retirement: 401(k) plan
- Paid Time Off: Competitive policy
Job Type: Full-time
Work Location: In person