Customer Solutions Specialist

Company :

This organization is a leader in providing specialized support equipment and services to a global industry that is growing year to year. With a strong international presence and a commitment to quality, they deliver comprehensive solutions to Original Equipment Manufacturers (OEMs), Maintenance, Repair, and Overhaul (MRO) providers, and Operators worldwide.

Job Summary :

Be the key point of contact and support for assigned products, customers, and region. Provide a level of support and service which ensures the optimum customer experience. Conduct business activities so as to be the voice of the customer.

Key Responsibilities :

• Build and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and internal pressure around performance (quoting, quality and delivery) to drive long-term partnership value and mutual success.
• Act as the OEM customer's voice within the organization, leading cross-functional collaboration to proactively identify and resolve issues affecting license performance, order fulfillment, and customer satisfaction.
• Leverage customer feedback, performance data, and internal metrics to identify trends, propose improvements, and capitalize on operational and service opportunities that drive customer value.
• Perform as primary point of contact (POC) to the OEM customer from initial quote request to product shipment for new and service activities
• Validate that Purchase Orders / Contracts meet the agreed upon Terms & Conditions
• Work with Sales Operations Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems / issues related to product design and / or manufacture
• Provide order status updates to customers as required
• Research and correct regular, advanced, and long-standing customer concerns
• Collect customer feedback and make process changes to exceed customer satisfaction goals
• Complete special projects by using effective decision making, critical thinking and time management skills
• Maintain ERP system (Epicor) with current order / shipment related information specific to the OEM and its associated site locations
• Be available to travel to OEM corporate and site locations to build relationships face to face; 10-15% travel time expected per year

Qualifications and Experience :