Specialist, Customer Support

Responsibilities/Duties:

Develop and sustain strong relationships with Customers, OE, Remanufacturing, and Repair departments, process orders efficiently.

Foster robust relationships with the customer service team, plant personnel, and logistics division.

Manage order entry and maintenance for strategic accounts.

Ensure timely order entry and follow-up on delivery schedules.

Serve as the main point of contact for customer needs via Customer Portals.

Oversee all OE Collaborations within Supplier Portals and through email communication.

Execute OE Reman Month End tasks accurately.

Participate in Sales, Customer, and Operational meetings.

Coordinate with internal Manufacturing contacts regarding deliveries and core management.

Manage all OE Reman orders and adjustments within systems.

Assist the Inside Sales Team when necessary.

Maintain effective relationships with Sales Staff, Customer Service and Plant Personnel

Coordinate production withdrawal requirements for customers.

Conduct SAP account maintenance in collaboration with the plant-assigned OEM team.

Balance customer order timings with plant capacity and delivery expectations.

Report regularly on all OEM key metrics to management.

Provide and present materials to internal and external customers as needed.

Schedule, attend, and lead regular meetings with strategic accounts.

Strive for high levels of customer satisfaction and implement improvements where necessary.

Ensure comprehensive preparation for customer meetings, including agendas and coordination.

Education:

Bachelor's Degree and/or 5 years of Account Management or Sales Experience,

Experience/Skills:

Proficiency in Customer Service, Order Entry, Sales Skills, Meeting Minutes, and Action Items.

Leadership: Ability to lead, motivate, and manage key strategic accounts. (Program Mgt, Month End Duties)

Customer Focus: Excellent customer service and relationship management abilities.

Communication: Strong verbal and written communication capabilities.

Analytical: Competent in analyzing data, identifying trends, and making data-driven decisions.

Technical Knowledge: Expertise in Excel, Pivot Tables, SAP Business One, Charts, Graphs, and Help Scout.

Physical Requirements:

Extended periods working at a computer; occasional lifting up to 25 pounds.

Travel:

Occasional travel up to 15% for trade shows, customer sites, and team meetings.

Work Environment:

Combination of office settings involving computer and phone use, and manufacturing plant shop environments.