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Customer Service Liaison

Job Description

Applicate Date: 30th January 2026

We are seeking an energetic, customer focused individual to be the main link between McAuley Engineering and its customers, handling inquiries, resolving issues, and ensuring high levels of on time delivery and customer satisfaction. The successful candidate will communicate delivery updates, manage customer queries and expectations, across various channels e.g. phone, email and in-person.

 

Key duties will include but not limited to:

  • Customer liaison – providing information to the customer, taking all customer calls relating to delivery queries and providing responses.
  • Action reschedules – processing requests, entering all new requested dates on to the ERP system, summarise impact of changes for the production management team, identify lead time infringements and suggest potential solutions, etc.
  • Update open order book – weekly (or daily) review of open order book to provide delivery dates, identify anomalies (for example when product has been delayed beyond normal schedule) and identify potential misalignments between customer version of open orders vs internal open orders.
  • Report on shortages weekly or daily and provide new dates and negotiate with customer to provide best possible solution for both parties.
  • Resolve POD and invoice queries.
  • Refer technical enquiries to appropriate team, following up to ensure satisfactory closure
  • Manage urgent requests from customer –
    • bringing urgent requests to production management team
    • coordinate team to ensure they have full knowledge of schedule and know where the request is within the process
    • track progress against expectation
    • communicate and escalate, if necessary, any issues / delays to both customer and internal team.
  • Upload information from incoming customer emails regarding future demand and create schedule for internal production team(s)
  • Attend face to face meetings with customer to understand future plans and work activities.
  • Project and promote a positive, professional image of McAuley Fabrication Ltd at all times.
  • Carry out any other support duties appropriate to this role.

 

Essential Skills & Qualifications

  • Communication: Excellent verbal and written communication skills are essential.
  • Customer Service: Proven experience in a customer-focused role, with strong interpersonal skills.
  • Problem-Solving: Ability to identify issues, explore resolutions, and manage challenging situations.
  • Organization: Strong planning and organizational skills to manage multiple tasks and records.
  • Technical Familiarity: Knowledge of Excel systems, ERP and order processing workflows is required.
  • Conflict resolution: Confident in dealing with difficult situations

 

Additional Competencies Preferred

  • Previous industry knowledge and experience desirable
  • Manufacturing experience desirable
  • 3rd Level qualification in a relevant subject area.

Job is in person, office based.

Hours of work Mon to Thurs 8am-5pm, Fri 8am-1pm

CVs accepted.

 

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Apply for Customer Service Liaison

To apply for this job you can either:

• Download and fill in the Application Form and Monitoring Form and then email it as an attachment to work@mcauleyengineering.co.uk
• Or complete the online version of the 2 forms below. Please ensure you complete both the separate Application and Monitoring forms:

Application Form

Personal Details

Education


Further Education

Additional Training / Professional Qualifications



Employment History

Please list all your work history since completing full-time education, beginning with your present or most recent position

Current Employment


Employment History

Please list all your previous work history beginning with your next most recent etc. Include:
  • Dates from/to
  • Name of employer, address, and nature of business
  • Position held and breif details of duties
  • Reason for leaving and leaving salary

Information in support of your application

The information provided in this section will be used to assess your application at the short listing stage, therefore you must demonstrate how your skills and experience meet the essential and desirable criteria specified in the advertisement or the information contained within the Application Pack, where applicable.

References

Please give the names of two referees, (not relatives) both of whom should be familiar with your work, one of which should normally be your current/or most recent employer and the other a previous employer

Reference 1


Reference 2




Additional information in support of your application

Please use this space for details of any hobbies/interests, and any other information you consider relevant:

Monitoring Form

Equality of Opportunity

N.B. - This form is regarded as part of your application and failure to complete and return it will result in disqualification.

We are an Equal Opportunities Employer. We do not discriminate on grounds of age, perceived religious or political affiliation, sex, marital status, disability, colour, sexual orientation, race or ethnic origin. We practice equality of opportunity in employment and select the best person for the job. To demonstrate our commitment to equality of opportunity in employment we need to monitor the community of our employees, and applicants, as required by the Fair Employment (N.I.) Order 1998. We are therefore asking you to give us extra information which will be treated in the strictest confidence and used for monitoring purposes only. This extra form will not be filed with other details, as given on your application form. If you do not complete this questionnaire, we are encouraged to use the ‘residuary’ method, which means that we can make a determination on the basis of personal information on file / application form. Whether or not you are from Northern Ireland, you should answer the question below by indicating which community or religious background you might be perceived to come from. Even if you no longer practice any religion, the aforementioned legislation still obliges us to classify your perceived community background/religious affiliation, in order to monitor the effectiveness of our policy on equality of opportunity. We are therefore asking you to indicate your community background by ticking the appropriate box.





N.B. - It is a criminal offence under the legislation for a person to ‘give false information in connection with the preparation of the monitoring return.