Job Description

OEM CUSTOMER SERVICE COORDINATOR (Permanent)

Our client, an established international organization with its headquarters in WNY, is looking to hire an OEM Customer Service Coordinator to join their growing team. This role will work on the OEM-side of business and reports directly to the Head of Customer Support.

Responsibilities:

• Act as the initial point of contact for top-tiered OEM accounts, providing outstanding customer service at all times
• Develop and maintain relationships to ensure positive overall customer experiences
• Act as an owner of each account, understanding the ins-and-outs of their specific needs
• Tailor the approach to each customer, making adjustments to fit their individual specifications
• Respond to inquiries in a timely manner, providing solutions to issues as they arise
• Escalate complex issues to upper management when necessary
• Manage OEM customer projects though completion to ensure proper planning, resource allocation, scheduling, and deliveries
• Monitor progress of each project to ensure completion in a timely manner
• Collaborate with various internal departments to ensure timeliness of both deliveries and issue resolution
• Oversee any order changes or returns for customers
• Regularly follow up on order backlogs to keep customers informed of any issues or delivery status changes that may arise
• Accurately document project progress and generate reports that outline customer experience metrics, timelines, resolution rates, etc., presenting these to upper management and key stakeholders
• Audit current processes and provide suggestions for improvement in order to drive success and increase customer satisfaction
• Work well independently as well as part of a team
• Maneuver from one project to another with ease
• Other duties as assigned

Details:

• Position is full time, direct hire
• 100% In-office
• Schedule: Monday thru Friday 8:00am-5:00pm EST  
• $55,000 - $67,000 annually depending on experience
• Excellent benefits, 401k, PTO, paid holidays
• 3+ years in Customer Service, Project management, or related; preferably with a focus on OEM or industrial accounts
• Bachelors Degree in Business Administration, Project Management, or related
• Proficiency navigating through ERP/CRM/MRP systems
• Strong communication skills (written and verbal)
• Strong interpersonal skills
• Detail oriented with the ability to multitask/prioritize obligations
• Strong computer skills
• Relocation not available 
• Candidates must be authorized to work in the United States; Visa sponsorship is not available
• All employees and applicants, please know that you have access at all times to New York State and Federal Labor Laws and Posters at the Government Agency websites: ;
  

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