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Client Services Jobs

OEM Customer Operations Manager

GCX Healthcare Solutions

El Paso, Texas

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JOB DETAILS
SKILLS
Analysis Skills, Business Development, Business Processes, Communication Skills, Corrective Action, Cross-Functional, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Support/Service, Demand Forecasting/Planning, Detail Oriented, ERP (Enterprise Resource Planning), English Language, Financial Services, Follow Through, Forecasting, Healthcare, Maintenance Services, Manufacturing, Medical Equipment, Medical Organizations, Metrics, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, OEM (Original Equipment Manufacturer), Operational Communications, Operational Support, Operations Management, Operations Planning, Order Delivery, Order Management, Order/Customer Fulfillment, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Product Development, Product Shipments, Product/Service Launch, Purchase Orders, Reconciliation, Relationship Management, Returns Processing, Sales, Sales Forecasting, Sales Management, Service Level Agreement (SLA), Shipping/Receiving, Supply Chain, Team Player, Technical Support, Time Management, Writing Skills
LOCATION
El Paso, Texas
POSTED
3 days ago
 
 
 
 
 
GCX is seeking an experienced OEM Customer Operations professional to serve as the primary operational liaison for assigned OEM customers, coordinating forecasting,
demand planning, order fulfillment, issue resolution, and cross-functional execution throughout the customer lifecycle.  This role includes ensuring best in class customer satisfaction through a deep familiarity with the customers’ business processes and initiatives while promoting GCX’s capabilities, skills, and expertise. This role is the “Voice of Customer” internally at GCX and will work cross-functionally with internal teams to meet customer expectations and proactively manage assigned OEM accounts. The Account Manager is a critical role in the customer-facing team and partners with the Business Development Executive to support the OEM Accounts’ growth and partnership.
 
This position requires strong communication, operational foresight, and attention to detail to deliver high customer satisfaction and commercial success.
 

Key Responsibilities

Relationship Management

  • 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

  • Conduct regular (weekly, monthly, quarterly) outreach to OEM accounts to align forecasts, blanket orders, demand releases, development projects, and GCX projected demand.
  • Analyze OEM account forecast data daily 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.
  • 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

  • Assist with replenishment and delivery of new products during early release phases.
  • Track open items and work collaboratively 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.

About the Company

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GCX Healthcare Solutions

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