OEM Customer Service

OEM Customer Service

Commercial Sewing is seeking a highly organized and customer-focused OEM Customer Service & Order Management Specialist to serve as the primary liaison between our customers, sales team, and manufacturing operations. This role is responsible for managing customer orders, coordinating with production to meet deliveries, monitoring inventory and lead times, and ensuring exceptional customer satisfaction throughout the order fulfillment process.

The ideal candidate thrives in a fast-paced manufacturing environment and possesses experience supporting OEM customers in the marine, powersports, transportation, recreational vehicle, or related manufacturing industries. This position requires strong communication skills, attention to detail, problem-solving ability, and the capability to manage multiple priorities while maintaining excellent customer relationships.

Key Responsibilities

• Serve as the primary point of contact for OEM customers regarding order status, delivery schedules, forecasts, and service concerns.
• Build and maintain strong customer relationships through proactive communication and issue resolution.
• Collaborate with customer purchasing, supply chain, and procurement teams to support production requirements.
• Ensure customer expectations are met regarding lead times, order accuracy, and delivery commitments.

• Manage customer purchase orders from receipt through shipment.
• Review open orders, backorders, and delivery schedules to ensure timely fulfillment.
• Update sales orders and communicate schedule changes, quantities, and delivery expectations.
• Monitor order activity and identify opportunities to improve service levels and on-time delivery performance.
• Maintain accurate customer account and order information within ERP and manufacturing systems.

• Partner with production planning and operations teams to align customer demand with manufacturing capacity.
• Monitor inventory availability, production schedules, and lead times.
• Coordinate forecasted demand with customer purchasing groups and sales teams.
• Assist in resolving supply chain, scheduling, and customer service issues that could impact delivery performance.

• Maintain data integrity within ERP, CRM, and manufacturing systems.
• Support continuous improvement initiatives related to order processing, customer communication, and operational efficiency.
• Collaborate with IT and business stakeholders to improve system functionality and process effectiveness.
• Generate reports and provide customer support metrics as needed.

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Supply Chain, Operations, Manufacturing, or related field; equivalent experience considered.
• 3+ years of experience in: Customer Service, Order Management, Sales Operations, Supply Chain Coordination, Manufacturing Administration.
• Experience supporting OEM customers preferred.
• Marine, Powersports, RV, Transportation, Industrial Manufacturing, or Automotive industry experience strongly preferred.
• Working knowledge of ERP/MRP systems.
• Advanced Microsoft Office skills, particularly Excel.
• Experience coordinating production schedules, forecasts, purchase orders, and inventory management.

Key Competencies

• Customer Relationship Management
• OEM Account Support
• Order Processing
• Production Scheduling Coordination
• Supply Chain Operations
• Inventory Management
• ERP/MRP Systems
• Forecasting & Demand Planning
• Problem Solving
• Cross-Functional Collaboration
• Attention to Detail
• Communication & Negotiation Skills
• Continuous Improvement Mindset

This position plays a critical role in ensuring seamless communication between customers, sales, and manufacturing operations. Success in this role directly impacts customer satisfaction, production efficiency, on-time delivery performance, and long-term OEM partnerships across the marine and powersports industries.