OEM Sales Support Specialist

The OEM Sales Support Specialist serves as the primary point of contact for OEM partners, owning the end-to-end order lifecycle across both machine and aftermarket spare parts sales. This role is accountable for delivering a seamless customer experience from initial inquiry through order fulfillment, particularly in supporting spare parts identification, availability, and order execution. Acting as the central liaison between OEM customers and internal teams, the agent provides deep expertise in spare parts, bill of materials (BOM) structures, machine configurations, and order management while ensuring alignment and follow‑through across all stakeholders.

Customer Service:

• Manage customer inquiries related to OEM products, including order status, specifications, customization, and delivery timelines via phone, chat, email, and other communication channels.
• Serve as the central point of contact between OEM customers, internal production teams, and logistics partners.
• Conduct research to resolve issues as needed, including but not limited to policy and procedure interpretation, pricing, shipping programs, invoicing, backorders, tracking, account adjustments, cancellations, returns, and reorders.
• Resolve nonconformance issues related to spare parts and machines by collaborating with cross‑functional teams, including Quality, Distribution, Purchasing, Planning, Product Support, and Engineering.
• Prepare and communicate regular status updates, backlog reporting, and operational performance summaries to both OEM customers and internal stakeholders.

• Enter, update, and manage customer orders within the ERP system, ensuring all product specifications, pricing, and customer‑specific requirements are accurately recorded.
• Review product and parts availability, including backordered items, to provide customers with accurate and timely lead time estimates.
• Create and manage reporting to ensure timely processing of deliveries for allocated orders.
• Own communication and end‑to‑end follow‑through of inventory movements from planning to sales stock, partnering with internal teams to ensure availability, resolve constraints, and drive timely order execution.
• Allocate and manage inventory to customer orders as stock becomes available on a daily basis.

• Ensure compliance with customer‑specific branding, labeling, and packaging requirements.
• Set up and manage scheduling agreements, including EDI and manual order entry processes.
• Generate and analyze backorder and open delivery reports to support order fulfillment and customer communication.
• Monitor order progress, inventory levels, and production status using ERP tools; proactively communicate updates and potential delays to customers.
• Identify, investigate, and resolve discrepancies related to orders, inventory, and billing within the ERP system.

• Perform additional tasks outside the primary scope of responsibilities as assigned by the Supervisor and/or Manager to support overall business objectives.
• Assist in training new employees to provide backup support for OEM accounts when needed.
• Contribute ideas and initiatives for continuous improvement within the department.

• Bachelor’s degree in Business or a related field preferred.
• 5–7 years of experience in customer service, support, or order management, preferably in a spare parts or OEM environment.
• Experience working with OEM or key accounts in a manufacturing environment, with a proven ability to work independently and collaboratively across cross‑functional teams while driving execution and accountability.
• Experience with ERP systems (e.g., SAP) preferred.
• Demonstrated ability to drive results with a high level of accountability, urgency, and persistence.
• Strong problem‑solving skills with a focus on resolution ownership and first‑contact resolution whenever possible.
• High attention to detail, particularly with product specifications, part accuracy, and order execution.
• Excellent organizational, communication, and stakeholder management skills.
• Advanced proficiency in Microsoft Excel, including data analysis and reporting; proficiency in Word and PowerPoint.
• Ability to obtain and maintain a valid U.S. passport; willingness to travel domestically and internationally as required.