Customer Care Lead – Data Center Order Success

About the role

The Customer Care Lead is the Single Point of Contact (SPOC) for IMI data center orders after the sale. This role owns the customer care experience from order release through manufacturing, delivery, and post-delivery support. You will coordinate customer requirements, engineering details, manufacturing status, logistics, documentation, and issue resolution so OEMs, operators, distributors, and distribution partners receive accurate information, reliable follow-through, and 5-star support throughout the order lifecycle. This is a hands-on customer care role for someone who understands data center project urgency, procurement discipline, site delivery constraints, and the importance of clear communication in mission-critical infrastructure environments.

Responsibilities

• Serve as the primary customer care contact for IMI data center orders after the sale.
• Validate order requirements before release, including customer specifications, ship-to requirements, documentation needs, OEM instructions, distributor requirements, and customer-critical delivery dates.
• Coordinate across sales, application engineering, product management, manufacturing, logistics, quality, and customer teams to keep orders moving with clear ownership.
• Track order progress through planning, production, testing, staging, shipment, delivery, and post-delivery follow-up.
• Provide proactive customer updates before risks become escalations.
• Surface order risks early, align the right internal owners, and close the loop with customers until issues are resolved.
• Confirm post-delivery needs, including documentation completeness, installation readiness, open questions, field issues, replacement needs, and lessons learned.

Requirements

• Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, Construction Management, or a related field preferred.
• Minimum 3 years of experience in the data center industry.
• Experience in customer care, order management, procurement support, manufacturing coordination, project logistics, technical products, or mission-critical facility delivery.
• Working knowledge of data center procurement cycles, site delivery constraints, commissioning sensitivity, OEM expectations, distributor workflows, and lead-time communication.
• Ability to coordinate technical and commercial details across customers, sales, application engineering, product management, manufacturing, logistics, and quality.
• Strong discipline with ERP, CRM, order tracking, Excel, dashboards, and structured status reporting.
• Clear written and verbal communication with strong follow-through, professional judgment, and ownership under time pressure.
• Ability to balance customer urgency with manufacturing reality while communicating facts clearly and without ambiguity.

Benefits

• Multiple health plans to choose from: HMO, PPO, and High-Deductible Health Plans with a low-cost share
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching
• 14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent)
• 4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent)
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups
• PTO, encompassing inclusive holidays
• Career Development opportunities (IMI’s ‘Catalyst’ Program)
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy.
• Mental Health and wellness programs to support you and your family
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee
• Free financial advisors, webinars, and classes through Charles Schwab
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee-only price - no opportunity to lose, only to profit or refund your investment
• Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date