Job Description

Job Description

Job Description

Job Profile

Job Title

OEM Customer Service Coordinator

Location

Tonawanda, NY

Hire Type

Direct Hire

Pay Range

$60-70K

Work Model

Onsite

Contact Phone

716-256-1289

Contact Email

adugenske@imaginestaffing.net

Nature & Scope :

Positional Overview

Are you a natural problem-solver with a passion for delivering top-notch customer experiences? Join our team as an OEM Customer Account Manager, where every day brings new challenges and opportunities to make a difference! You'll be the key point of contact for our clients, ensuring smooth communication, handling inquiries, and providing solutions that exceed expectations. We’re looking for someone experienced with OEM/industrial product lines and a white-glove customer focus. By joining the team, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, you’ll build tomorrow’s solutions today.

Role & Responsibilit y:

Tasks That Will Lead To Your Success

Customer Relationship Management:

• Serve as the primary point of contact for top OEM accounts, ensuring consistent and proactive communication.
• Understand the specific needs and expectations of each OEM customer, tailoring services and solutions to meet those requirements.
• Develop and maintain strong relationships with key stakeholders, fostering trust and ensuring customer satisfaction.
• Handle escalations and complex customer inquiries, working to resolve issues promptly and effectively to maintain positive customer relationships.

Project Management:

• Coordinate and manage OEM customer projects from initiation through to completion, ensuring all deliverables are met on time.
• Manage operational documents to ensure that terms align with customer expectations and organizational capabilities.
• Oversee the planning, execution, and monitoring of project activities, including procurement, resource allocation, and schedule management.
• Coordinate with internal teams to ensure smooth project execution.
• Monitor project progress and provide regular updates to both customers and internal stakeholders, ensuring transparency and alignment with customer goals.

Operational Excellence:

• Oversee the processing of customer orders, change orders, and returns, ensuring accuracy and timeliness in execution.
• Collaborate with internal departments such as engineering, production, logistics, and finance to ensure seamless service delivery and issue resolution.
• Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.

Continuous Improvement and Reporting:

• Generate regular reports on key customer experience metrics, including project timelines, satisfaction ratings (NPS), and resolution rates.
• Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer experience.
• Collaborate with the Head of Customer Support Americas to implement best practices, process improvements, and innovative solutions tailored to the needs of OEM customers.

Skills & Experience:

Qualifications That Will Help You Thrive

• Bachelor’s degree in a relevant field (e.g., Business Administration, Science, Project Management).
• 3-5 years of experience in customer service, project management, or a related field, ideally with a focus on OEM accounts or industrial environments.
• Strong project management skills, with a proven ability to manage complex projects and deliverables.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with high-value customers and internal teams.
• Proficiency in using CRM, ERP, and MRP systems for customer management and project tracking.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Attention to detail and a commitment to delivering high-quality service and results.
• Experience in the HVAC industry or a related field is advantageous.
• Ability to travel as required to meet with customers and support project activities across regions.

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