OEM Sales Admin

The OEM Customer Care Administrator is a primary point of contact for CIVCO’s Original Equipment Manufacturer (OEM) customers.

OEM accounts are strategically important to CIVCO’s business and represent a key driver of company revenue.

Examples of OEM accounts include Siemens, GE, Philips, Teleflex, most of whom have a domestic and international presence with multiple ordering sites around the world (North America, Europe, Asia Pacific).

This position is responsible for coordinating daily sales and communication activities while building and maintaining relationships with these strategic accounts.

Additionally, the associate works interactively with various departments in the company to support projects and promote CIVCO products with the OEM. 

Key Duties and Responsibilities include the following (Other duties may be assigned):

Order Management


* Accurately and efficiently process OEM customer orders


* Coordinate with cross-functional teams and freight forwarders to schedule shipments


* Provide required shipment documentation to customers based on country requirements


* Respond to customer requests for order status and documentation


* Effectively communicate with customers and internal teams to manage order changes and resolve fulfillment challenges


* Utilize customer web portals to provide order related information and documentation

Customer Care and Support


* Verify and provide current price, shipping, and lead time quotes to customers


* Facilitate requests for rework, repairs, loaners



* Document customer complaints and process returns in accordance with quality system requirements and company policy



* Timely and accurately respond to product, pricing, and order related questions


* Work with cross-functional teams to complete customer documentation requests

Collaboration


* Effectively communicate and engage with:


* Sourcing and Planning teams to fulfill orders, provide accurate order updates and lead times


* Shipping team to ensure on-time shipment, correct shipment method, and documentation


* Quality and Regulatory teams to resolve complaints, understand global product availability, labeling, and registration requirements


* Finance team to resolve payment related questions or issues


* Service team to arrange shipment or return of repairs, loaners, spare parts


* Product Management and Engineering teams to enhance product knowledge and support product development process

Product Portfolio


* Maintain knowledge of product lines, understanding of the product features and benefits, the type of procedures they are used in, and the products purchased by OEM customers


* Understand product packaging configurations and documentation structures


* Proactively research OEM accounts to understand customer base, markets, and product applications


* Participate in internal training activities for existing products and new product launches...