MSP Vendor Liaison Engineer

SHI; New Jersey; On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

401K

Flexible spending

Job summary

SHI International Corp. in the United States is seeking an MSP Support Engineer - Vendor Engagement Specialist to coordinate communications between customers and vendors and monitor complex issues through resolution.

You will create cases, schedule calls, document actions, and support vendor onboarding while aligning with internal teams and service standards. This role emphasizes strong admin skills, multi-tasking, confidentiality, and a commitment to exceptional customer service in a fast-paced

Qualifications

• 0-2 years of experience in an administrative or customer service role.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Proficiency in PSA software, such as Autotask, and the Microsoft Office Suite.
• Ability to work effectively in a fast-paced, multitasking environment.
• Proven analytical and problem-solving abilities.
• Experience with vendor management or engagement is a plus.
• Strong attention to detail and commitment to excellence.

Responsibilities

• Act as a liaison between customers, vendors, and internal teams.
• Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.
• Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.
• Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
• Document all communications and follow-up actions in the company's ticketing system and other relevant systems.
• Identify and escalation recurring issues to the appropriate internal teams for process improvement.
• Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.
• Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.
• Facilitate the onboarding of new vendors and maintain updated vendor information.
• Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.
• Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

Skills

Customer service

Interpersonal skills

Communication

Time management

Organization

Multi-tasking

Self-motivation

Initiative

Discretion/Confidentiality

Education

ITIL Foundation (v5+)

CompTIA A+

Tools

Autotask

Microsoft Office

Job description

SHI International Corp. in the United States is seeking an MSP Support Engineer - Vendor Engagement Specialist to coordinate communications between customers and vendors and monitor complex issues through resolution.

You will create cases, schedule calls, document actions, and support vendor onboarding while aligning with internal teams and service standards. This role emphasizes strong admin skills, multi-tasking, confidentiality, and a commitment to exceptional customer service in a fast-paced