OEM Account Manager

Position Summary:

GCX Corporation ("GCX") is seeking a highly organized and customer-focused OEM Account Manager ("AM") to own the operational and relational aspects of assigned OEM accounts. This includes ensuring best in class customer satisfaction through a deep familiarity with the customers' business processes and initiatives while promoting the 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 (BDE) to support the OEM Accounts' growth and partnership.

This position demands strong communication, operational foresight, and attention to detail to deliver high customer satisfaction and commercial success. It is based in GCX's El Paso facility, with at least three days per week of on-site presence required.

Key Responsibilities:

1. 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.

1. 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 usage data daily to anticipate future demands and keep internal teams informed.

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

1. 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 BDEs.

1. 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.

1. 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.

1. Order Management & Internal Coordination

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

Work closely with 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.

1. Technical and Operational Support

Support OEM account 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.

1. 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.

1. 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.

Minimum 3–5 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 (English).

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.

Confident decision-maker with strong leadership instincts.

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