Customer Experience & Manufacturing Liaison

Customer Experience & Manufacturing Liaison

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.

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.

• 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.

• 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.

• 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.

• 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,…