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Client Relations and Reporting Specialist
Client Relations and Reporting SpecialistArmstrong Fluid Technology • North Tonawanda, NY, US
Client Relations and Reporting Specialist

Client Relations and Reporting Specialist

Armstrong Fluid Technology • North Tonawanda, NY, US
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Job Description

Job Description

Salary : $55k

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 individual 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 Were Looking For

    To thrive in this role, you should bring :

  • Bachelors 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.
  • Advanced level MS Excel skills and experience required
  • 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 data management and analysis skills, with advanced Excel proficiency and the ability to work with large datasets to identify trends, generate reports, and support data-driven decision-making.
  • 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, youll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. Youll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrows solutions today.

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    Reporting Specialist • North Tonawanda, NY, US

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