Customer Experience & Manufacturing Liaison

Description

ONSITE: St. Louis, MO
Pay Range: $26–$28/hour
Non-Exempt

Global Surgical Corporation, a part of the Trusted Dental Technologies brand, is a leading manufacturer of precision dental and surgical equipment, including world-class microscopes and optical systems used by clinicians around the globe. For more than 25 years, we’ve built our reputation on engineering excellence, reliable performance, and exceptional customer service. Today, as Trusted Dental, we continue that legacy with a renewed focus on innovation and customer experience — helping dental professionals deliver the best patient care possible.

The Opportunity

As a Customer Experience & Manufacturing Liaison, you will serve as a trusted advocate for our customers and the central point of communication between customers, sales, manufacturing, engineering, quality, and service.

This is a concierge-style customer experience role. You will take ownership of customer needs from the initial request through resolution, ensuring that questions, service needs, product concerns, orders, and special requests are handled with urgency, professionalism, and care.

You won’t simply answer questions or pass along information. You’ll own the experience — coordinating with the right internal teams, keeping customers informed, anticipating their needs, and making sure nothing falls through the cracks.

The ideal candidate is someone who genuinely enjoys helping people, is highly organized and detail-oriented, communicates exceptionally well, and can confidently navigate between customers and a technical manufacturing environment.

What You’ll Do

Customer Experience & Relationship Management

• Serve as the primary point of contact and trusted liaison for customers, sales representatives, and partners throughout the customer journey.
• Provide a personalized, professional, and responsive experience via phone, email, and other communication channels.
• Listen carefully to customer needs and concerns, determine the best path forward, and take ownership until the issue is resolved.
• Keep customers informed throughout the process, particularly when an order, repair, product issue, or manufacturing request requires additional time or coordination.
• Anticipate customer needs and proactively communicate updates rather than waiting for customers to follow up.
• Build strong, long-term relationships by becoming a knowledgeable and dependable resource for our customers.

Concierge Liaison Between Customers & Manufacturing

• Act as the bridge between the customer and our internal manufacturing, engineering, quality, and service teams.
• Translate customer needs and concerns into clear internal requests and ensure they are communicated accurately.
• Coordinate special requests, product configurations, repairs, replacements, returns, and other customer needs with the appropriate internal teams.
• Follow customer requests through the organization and ensure commitments are completed on time.
• Work closely with manufacturing to provide customers with accurate status updates regarding production, repairs, lead times, and delivery.
• Escalate issues appropriately while maintaining ownership of the customer relationship.
• Identify opportunities to improve processes and communication based on recurring customer feedback.

Product & Technical Support

• Develop a strong working knowledge of Trusted Dental products and their applications.
• Help customers and sales representatives with product questions, basic troubleshooting, product functionality, and service needs.
• When technical issues arise, gather the appropriate information and coordinate with engineering, manufacturing, and service personnel to determine the best solution.
• Communicate technical information to customers in a clear, approachable, and non-technical manner when appropriate.
• Support product returns, repairs, replacements, and service requests from initiation through completion.

Order & Service Coordination

• Assist with order management and customer requests through internal ERP/MRP and other systems.
• Monitor open customer requests and ensure timely follow-up and resolution.
• Maintain accurate records of customer interactions, orders, service activity, repairs, and commitments.
• Coordinate internally to ensure customer expectations align with production capabilities, timelines, and available solutions.
• Help identify bottlenecks or recurring issues that may impact the customer experience.

Requirements

What You Bring

• High school diploma or GED required; technical training or associate degree preferred.
• 2+ years of experience in customer service, customer experience, account coordination, inside sales, service coordination, or a similar customer-facing role.
• Exceptional communication skills — particularly the ability to communicate with empathy, confidence, professionalism, and clarity.
• Strong organizational skills and the ability to manage multiple customer requests and priorities simultaneously.
• A natural ownership mentality — you follow through rather than simply handing an issue to someone else.
• Strong computer literacy, including Microsoft Office (Word, Excel, Outlook), Adobe Acrobat, and familiarity with ERP/MRP or CRM systems.
• Ability to work comfortably in a manufacturing environment and collaborate with technical and non-technical teams.
• Curiosity and willingness to learn complex products and processes.
• Calm, positive, and solutions-oriented demeanor, especially when working with frustrated or time-sensitive customers.
• Strong attention to detail and the ability to keep accurate records and follow processes.

Bonus Points For

• Experience in a concierge, customer success, account management, service coordination, or client liaison role.
• Experience working directly with manufacturing, engineering, production, or operations teams.
• Experience supporting mechanical, optical, or precision equipment.
• Familiarity with microscopes, imaging systems, or other technical products.
• Previous experience in the dental, surgical, medical device, or healthcare industry.
• Understanding of basic optical, mechanical, or electrical concepts.

What Success Looks Like

In this role, success isn't simply measured by how many calls you answer or tickets you close.Success means our customers feel that someone is personally looking out for them.You will be successful when:

• Customers know who to contact and trust that you'll follow through.
• Customers receive proactive updates rather than having to ask for them.
• Manufacturing and internal teams have clear visibility into customer needs and priorities.
• Sales representatives know their customers are being taken care of.
• Issues are resolved efficiently and professionally.
• Customer feedback makes its way back to the teams responsible for our products and processes.
• Customers experience Trusted Dental as responsive, knowledgeable, organized, and easy to work with.

Why You’ll Love Working Here

• Meaningful work: Support technology that helps clinicians provide life-changing care.
• Customer impact: Build relationships with the professionals who rely on our products every day.
• Cross-functional exposure: Work closely with customers, sales, manufacturing, engineering, quality, and operations.
• Collaborative culture: Join a team where communication and follow-through matter.
• Growth potential: Develop expertise across customer experience, operations, manufacturing, and technical support.
• Competitive pay & benefits: A stable, growing company that values its people.

Physical Requirements

• Primarily a desk-based role with regular computer, phone, and email use.
• Occasional movement throughout the production and manufacturing areas for coordination, product review, or troubleshooting.
• Light lifting (under 20 lbs) as needed.

Equal Opportunity Employer

Trusted Dental is proud to be an Equal Employment Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.