OEM Customer Operations Manager

Key Responsibilities

Serve as the internal owner of all day-to-day activities related to assigned OEM accounts.

Maintain strong, responsive communication with assigned OEM account buyers and other constituents.

Ensure a high level of service and timely follow-through on all customer interactions.

Forecast Alignment & Sales Visibility

Daily analysis of OEM account forecast data to anticipate future demands and keep internal teams informed.

Collaborate with Operations, Planning, and Supply Chain to maintain visibility on upcoming requirements.

Demand and Supply Reconciliation

Identify mismatches between OEM account demand forecasts and replenishment plans.

Propose clear corrective actions and communicate adjustments to both customers and the sales team.

Performance Tracking

Monitor and report key performance metrics, including but not limited to, on time delivery, fill rates, and service level agreements.

Communicate metrics to OEM accounts on a regular basis and address concerns promptly.

Escalation & Issue Resolution

Act as the first point of escalation for customer issues, including order delays, complaints, CAPAs, quality investigations, and service requests.

Ensure timely response and resolution in coordination with internal departments.

Order Management & Internal Coordination

Coordinate the processing of OEM account orders with GCX Customer Service, ensuring high attention to detail and responsiveness.

Work closely with the GCX Customer Service, Planning, Supply Chain, Quality, Shipping, and Receiving teams to fulfill, track, and support all order-related activities.

Carefully coordinate returns and RMA processes with GCX Customer Service and Quality.

Technical and Operational Support

Support OEM account’s technical questions and direct them to the appropriate internal team or subject-matter expert when necessary.

Maintain a solution-oriented approach to day-to-day OEM account needs.

New Product Development (NPD) Support

Aid in replenishment and delivery of new products during early release phases.

Track open items and collaborate with Project Teams to ensure OEM account deliverables are met.

Help expedite product shipment and release coordination.

Pricing and Quotation Management

Coordinate internal pricing reviews and obtain necessary approvals.

Generate, document, and send accurate pricing quotations to OEM accounts in a timely manner.

Required Qualifications

Bachelor's degree in Business, Supply Chain, Engineering, or related field, or equivalent combination of education and relevant experience.

Minimum 5 years of experience in account management, customer operations, or OEM-facing roles.

Prior experience in the medical industry or other regulated manufacturing sectors preferred.

Familiarity with forecasting, sales planning, and cross-functional team communication.

Key Skills & Competencies

Strong verbal and written communication skills in English sufficient to effectively communicate with customers, suppliers, and internal stakeholders.

Analytical ability for forecast alignment and sales visibility.

Proficient in Microsoft Office, especially Excel, PowerPoint, and Word.

Comfortable navigating ERP systems; experience with IFS is highly preferred.

Demonstrated ability to make sound business decisions, exercise independent judgment, and influence cross-functional teams.

High level of professionalism, confidentiality, and commitment to ethical conduct.

Ability to build collaborative relationships both internally and externally.

Compensation and Benefits

Competitive salary;

Generous bonus program tied to performance;

Outstanding benefits package, including Medical/Prescription, FSA, H.S.A., Dental, Vision, STD/LTD and Life/AD&D insurance;

401k and Financial Services;

and Paid Vacation.

Why Join GCX?

This role places you at the center of driving operational success and customer trust in a fast-growing medical device manufacturing organization.

You'll contribute directly to ensuring patient-ready products are delivered on time while fostering trusted OEM partnerships.

Join a company where precision, service, and impact truly matter.