OEM Customer Experience Coordinator

United States

USA

September 16, 2024

Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.

We are seeking a dedicated and detail-oriented OEM Customer Experience Coordinator to manage and enhance the experience of our top OEM (Original Equipment Manufacturer) accounts. This role is integral to ensuring that our most valued customers receive a superior level of service tailored to their specific needs. The ideal candidate will have a strong background in customer service, project management, and customer experience, with the ability to manage complex projects and foster strong relationships with key stakeholders. If you excel in a high-touch, client-facing role and have a passion for exceeding customer expectations, we invite you to join our team.

Key Accountabilities

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.

What We’re Looking For

To thrive in this role, you should bring:

• 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.

Why Armstrong Fluid Technology?

By joining us, 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, we'll build tomorrow’s solutions today.