Customer Support Specialist - OEM Division

2210 - 55621 - Customer Support Specialist - OEM Division Job Description

Posted Monday, June 8, 2026 at 4:00 AM

DeRoyal is an Equal Opportunity/Affirmative Action employer. Interviewing and hiring practices at DeRoyal do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, genetic information, veteran status or any other category protected by law.

2210 - 55621 - Customer Support Specialist - OEM Division

Calling all customer-focused! DeRoyal has the opportunity for you! Our corporate OEM Services team has a great opportunity available. Come work with a great team! The ideal candidate will interact with DeRoyal customers and various departments to ensure that all customer needs and DeRoyal transactional needs are met by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Answers OEM 800 line.

Monitors all e-mails sent via different portals that pertain to OEM: i.e.: , employee’s DeRoyal e‑mail address, and emails forwarded from various DeRoyal departments.

Enters all OEM orders and sample orders – All aspects from Receipt of order to successful delivery to customer. Works with OEM customers to arrange shipments and resolve shipment issues.

Back Order Management and Resolutions — research and provide accurate information and resolution steps to be taken to satisfy customer needs. Work with manufacturing and distribution to provide accurate information to Sales Rep and Customer.

Reviews OEM A/R and works with OEM customers to resolve past due account status. Provide proper documentation to customers when invoicing / pricing / payment issues arise. Work with AR to ensure customers remain current on payments.

Handles OEM complaints: enters QFIs, works with customer to return samples, and follows up to ensure resolution.

Enters OEM returns and corresponds with OEM customers regarding DeRoyal’s Return Policy and fees associated with each return.

Process New Customer forms and ensure documents are completed fully and accounts are set up correctly within our system:
Pricing, Freight Terms, Credit Terms, Etc.

Provides pricing/sales information as requested to customers and sales reps.

Accesses BOMs for raw material information. Provide manufacturing information to sales reps and have working knowledge of our manufacturing system to contact appropriate manufacturing plants and personnel when necessary.

Identifies inventory and manufacturing tracking to fulfill customer needs and information for sales reps.

Assists as a liaison with manufacturing in some instances for manufacturing updates.