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

Sales Forecasting and Analysis

• Engage with sales channel managers to understand sales drivers and market trends
• Reach out to customers for forecast information and feedback on sales trends to support production planning and sales forecasting
• Assist with creation of sales reports and department dashboards
• Provide regular sales updates to management

Product and Customer Vitality

• Support new product releases by notifying customers, providing quotes and obtaining an initial purchase order and/or forecast
• Screen new accounts and obtain appropriate documentation for account activation
• Fulfill sample requests
• Support OEM Sales and Applications staff with demo products, literature, samples, and customer referrals
• Capture and document market surveillance
• Maintain customer contact database and notification lists

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

High school diploma or General Education Degree (GED) and two to three years of related experience. Two-year associates degree preferred with one to two years related experience and/or training; or equivalent combination of education and experience.

Other Skills and Abilities:

• Superior customer service and problem-solving skills
• High attention to detail and ability to monitor multiple customers

• Demonstrate excellent written and verbal communication skills
• Ability to effectively communicate in a multi-cultural, international customer environment
• Strong teamwork and organizational skills
• Ability to work multiple tasks and projects in a dynamic, fast-paced environment
• Proficient in PC use and Microsoft Office applications with excellent typing skills
• Requires face-to-face interaction with team members, peers and management to complete all work and provide support.
• Regular attendance is required for the ability to complete all work.
• Ability to work more than 40 hours per week (overtime) if needed based on business demand.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual is located in a permanent or temporary laboratory location or production environment. Work may involve occasional exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises. The noise level in the work environment is usually moderate.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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