OEM Coordination & Customer Solutions Specialist

Dimplex Thermal Solutions, Inc.; Kalamazoo (MI); On-site; USD 38,000 - 48,000; Full time

Job summary

Dimplex Thermal Solutions, Inc. is seeking a customer service professional in Kalamazoo, MI. You will support internal and external customers, understand their needs, and coordinate technicians and parts to resolve issues efficiently.

The role emphasizes strong communication, problem solving, and organizational skills, with a customer-first mindset. A high school diploma is required, and some business-related education is preferred. This is a full-time on-site position.

Qualifications

• Ability to thrive in high-productivity environments.
• Superior phone skills and customer service aptitude.
• Understand customer objectives and develop suitable solutions.
• Strong attention to detail and organizational skills.
• Ability to handle customer urgencies and work under pressure.
• Effective written and verbal communication; clarity and action-oriented.
• Self-starter with minimal supervision; team player and flexible.

Responsibilities

• Understand how this role affects quality, cost, and delivery within Dimplex Thermal Solutions.
• Interpret customer requirements and develop best possible solutions.
• Ensure OEM contractual requirements are met for services.
• Deliver excellent customer service to internal and external customers.
• Respond to escalations and resolve issues promptly.
• Coordinate scheduling of technicians and/or parts shipments; engage internal and external techs.
• Process paperwork (POs, Sales Orders); update all relevant databases.
• Provide reports and documents to customers; keep stakeholders informed.
• Track backorders, production builds and drop shipments.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Attention to detail

Team player

Self-starter

Education

High school diploma

Post secondary in Business/Marketing/Communication

Tools

Microsoft Office

Job description

Dimplex Thermal Solutions, Inc. is seeking a customer service professional in Kalamazoo, MI. You will support internal and external customers, understand their needs, and coordinate technicians and parts to resolve issues efficiently.

The role emphasizes strong communication, problem solving, and organizational skills, with a customer-first mindset. A high school diploma is required, and some business-related education is preferred. This is a full-time on-site position.