OEM AND SPECIALTY CUSTOMER EXPERIENCE SPECIALIST

Waupaca Foundry, Inc. is North America’s leading supplier of iron castings and has a history of innovation with a legacy of product quality. Waupaca Foundry employs approximately 4,400 people company-wide.
Waupaca Foundry is committed to relentless improvement, forward-thinking sustainability initiatives, and providing a reliable experience to the millions who use our castings every day. Our goal is to employ individuals who take pride in their work within a culture of continual innovation.
Waupaca Foundry is proud to be an employer of choice for those driven and skilled individuals seeking rewarding careers by producing top quality castings.

You will be right at home at Waupaca Foundry.

Cast Your Own Future.
More information is available on our website www.waupacafoundry.com

OEM & Specialty Customer Experience Specialist

ROLE:

The OEM & Specialty Customer Experience Specialist serves as the primary point of contact between the company and its OEM and Specialty customers. They ensure customer satisfaction by managing complex, high-volume accounts, addressing technical inquiries, and resolving issues promptly. This role collaborates with sales, production, engineering, inventory planning, and logistics teams to guarantee seamless order fulfillment, program launches, and long-term strategic relationships with OEM and Specialty account customers.

RESPONSIBILITIES :

Safety:

•  This position requires adherence to all company safety policies and procedures.
• Employees are expected to use equipment properly, report any unsafe conditions or hazards, wear appropriate PPE, and participate in required safety training.
• A clean and organized workspace is essential for safety, and all employees are expected to maintain a safe work environment.

Managerial Duties:

• Fulfill managerial duties per company policies, ensuring employee compliance.  This includes time card approval and vacation recording.  This position has no direct reports; they may be asked to lead team activities as needed and be a resource for continuous improvement projects.

Customer Communication:

• Respond to OEM and Specialty customer inquiries via phone, email, portals, and in person regarding products, packaging, tooling, pricing, lead times, program schedules, and order status.
• Provide technical information about castings, alloys, tolerances, and manufacturing processes to OEM and Specialty customers, collaborating with engineering, quality, and other internal and external resources.

Order Management:

• Resolve OEM and Specialty customer order escalation issues, including program-specific delivery commitments and urgent supply chain disruptions.
• Monitor order progress, proactively updating customers on any changes or delays.
• Interface with Production Planning to ensure lead time and OTD is achieved.

Relationship Management:

• Build and maintain strong strategic relationships with OEM and Specialty account customers, understanding their specific program requirements, production schedules, and long-term sourcing needs.
• Handle complaints and issues professionally, ensuring quick resolutions and customer satisfaction.
  • Escalate to management when applicable.

Collaboration with Internal Teams:

• Work closely with production, engineering, quality assurance, production planning, accounting, and logistics teams to align OEM and Specialty customer requirements with manufacturing and shipping schedules, including launch readiness and program ramp-up activities.
• Facilitate customer requirements with I.T. (barcode, shipping paperwork, etc.)
• Partner with the sales team by providing OEM and Specialty customer feedback, identifying opportunities to expand programs, increase cast content, or develop new business within existing accounts.
  • Achieve the upselling KPI annually.

Documentation and Reporting:

• Maintain accurate records of OEM and Specialty customer interactions, program orders, PPAP documentation, and communications using CRM systems.
• Prepare regular reports on OEM and Specialty customer activity, open orders, program launch status, and any ongoing issues.
• Ensure customer scorecards are reviewed and are accurate for monthly reviews.

Quality and Issue Resolution:

• Support the quality team by gathering OEM and Specialty customer feedback on product performance, managing customer-specific quality requirements (e.g., PPAP, APQP, IATF), and addressing any quality-related concerns.
• Help coordinate returns, replacements, or credits when necessary.

Continuous Improvement:

• Identify areas for improving customer service processes and support the implementation of best practices.
• Support continuous improvement initiatives to optimize production processes and reduce costs.
• Stay informed about foundry products, OEM program requirements, Specialty account needs, and industry trends to better serve OEM and Specialty clients.
  • Communicate internally OEM and Specialty market trends, customer program indications, sourcing shifts, and potential risks associated with account activities.

 This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA.

EDUCATION/EXPERIENCE REQUIREMENTS AND ADDITIONAL INFORMATION:

• Education: High school diploma required; bachelor’s degree in business, manufacturing, or related field preferred.
• Preferred Experience: 3-5 years of customer service or account management experience, preferably with OEM or Specialty accounts within a manufacturing or foundry setting.
• Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms) is preferred. 
• Strong computer skills, including Microsoft Office (Excel, Word, Outlook). 
• Communication: Excellent verbal and written communication skills to interact with internal teams.
• Problem-Solving: Ability to quickly identify and resolve order and system-related issues.
• Organization: Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Basic understanding of metal casting processes, materials, and industry terminology is a plus.
• Travel required as needed, such as attending meetings, customer visits, or events.
• This is a Hybrid/Remote position.

If selected for consideration, candidates must successfully complete a selection process that includes interviews, reference check/verification, and a pre-employment drug screen.

BENEFITS:

• Medical, dental, vision
• Short and long term disability
• Life insurance
• 401(k)
• Employer funded retirement plan
• Paid vacations/holidays
• Wellness program
• Fitness membership
• Employee assistance program (EAP)
• Employer supported career development, including tuition reimbursement

Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.