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 & Responsibility:
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.