OEM Coordinator

Dimplex Thermal Solutions•Kalamazoo, MI

About The Position

The OEM Coordinator supports Dimplex Thermal Solutions’ quality, cost, and delivery objectives by coordinating service and component needs for OEM customers. The role interprets customer requirements, understands contractual obligations, and develops solutions that meet customer objectives. It provides responsive service to internal and external customers, including addressing escalations and following up on service calls. The coordinator schedules technicians, arranges shipment of components, processes purchase orders and sales orders, communicates with customers, OEMs, Market Managers, and other parties, updates databases, provides reports and documents, and tracks backorders, production builds, and drop shipments.

Requirements

1–2 years of customer service experience.
High school diploma or equivalent.
Ability to thrive in a high-productivity environment.
Superior phone skills and a natural aptitude for customer service.
Ability to understand customer objectives and develop solutions that meet or exceed expectations.
Strong attention to detail and ability to understand customer urgencies.
Ability to work well under pressure and anticipate and solve problems to achieve customer satisfaction.
Excellent written and verbal communication skills, particularly clarity, summarization, and action.
Strong organizational skills.
Strong computer skills and knowledge.
Confident decision-making approach and sound business and financial knowledge.
Self-starter able to work with little to no supervision.
Team player with a positive attitude and flexibility.
Professional demeanor and personal accountability.

Nice To Haves

Some post-high-school education in Business, Marketing, Communication, or a related field.

Responsibilities

Understand how the role affects quality, cost, and delivery objectives within Dimplex Thermal Solutions.
Understand internal and external customer requirements and contribute to meeting them.
Interpret customer requirements and develop solutions that meet customer objectives.
Understand contractual requirements for each OEM and ensure services meet those obligations.
Provide excellent customer service to internal and external customers.
Respond to customer escalations promptly and resolve problems.
Anticipate and exceed the expectations of coworkers and customers.
Schedule technicians and/or arrange shipment of necessary components.
Utilize internal and external technicians.
Process necessary paperwork, including purchase orders and sales orders.
Communicate with all parties involved throughout the process, including customers, OEMs, and Market Managers.
Update databases with pertinent information as it is received.
Follow up on all service calls.
Provide reports and documents to customers.
Track backorders, production builds, and drop shipments.