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Armstrong Fluid Technology

Client Relations and Reporting Specialist

Company logo
Armstrong Fluid Technology
Provides fluid handling solutions with a focus on energy efficiency, system optimization, and innovative technology.
Managing and enhancing the experience of top OEM accounts through proactive communication, relationship building, project management, and operational excellence.
21d ago
Experienced (8-12 years), Expert & Leadership (13+ years), Junior (1-3 years), Intermediate (4-7 years)
Full Time
North Tonawanda, NY
Office Full-Time
Company Size
1,000 Employees
Service Specialisms
Engineering
Design
Consulting
Technical Services
Project Management
Sector Specialisms
Data Centers
Healthcare
Education
Hospitality
Retail
Commercial
Residential
Industrial
Role
What you would be doing
report generation
account handling
doc management
process improvement
project monitoring
issue resolution
  • Generate regular reports on key customer experience metrics, including project timelines, satisfaction ratings (NPS), and resolution rates.
  • Serve as the primary point of contact for top OEM accounts, ensuring consistent and proactive communication.
  • Manage operational documents to ensure that terms align with customer expectations and organizational capabilities.
  • Collaborate with the Head of Customer Support Americas to implement best practices, process improvements, and innovative solutions tailored to the needs of OEM customers.
  • Monitor project progress and provide regular updates to both customers and internal stakeholders, ensuring transparency and alignment with customer goals.
  • Handle escalations and complex customer inquiries, working to resolve issues promptly and effectively to maintain positive customer relationships.
  • Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer experience.
  • Oversee the planning, execution, and monitoring of project activities, including procurement, resource allocation, and schedule management.
  • Coordinate with internal teams to ensure smooth project execution.
  • Oversee the processing of customer orders, change orders, and returns, ensuring accuracy and timeliness in execution.
  • Understand the specific needs and expectations of each OEM customer, tailoring services and solutions to meet those requirements.
  • Develop and maintain strong relationships with key stakeholders, fostering trust and ensuring customer satisfaction.
  • Coordinate and manage OEM customer projects from initiation through to completion, ensuring all deliverables are met on time.
  • Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.
  • Collaborate with internal departments such as engineering, production, logistics, and finance to ensure seamless service delivery and issue resolution.
What you bring
crm/erp/mrp
ms excel
bachelor’s degree
project management
communication skills
attention to detail

We are seeking a dedicated and detail-oriented individual to manage and enhance the experience of our top OEM (Original Equipment Manufacturer) accounts. This role is integral to ensuring that our most valued customers receive a superior level of service tailored to their specific needs. The ideal candidate will have a strong background in customer service, project management, and customer experience, with the ability to manage complex projects and foster strong relationships with key stakeholders. If you excel in a high-touch, client-facing role and have a passion for exceeding customer expectations, we invite you to join our team.

  • Attention to detail and a commitment to delivering high-quality service and results.
  • Bachelor’s degree in a relevant field (e.g., Business Administration, Science, Project Management).
  • 3-5 years of experience in customer service, project management, or a related field, ideally with a focus on OEM accounts or industrial environments.
  • Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with high-value customers and internal teams.
  • Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
  • Strong data management and analysis skills, with advanced Excel proficiency and the ability to work with large datasets to identify trends, generate reports, and support data-driven decision-making.
  • Experience in the HVAC industry or a related field is advantageous.
  • Proficiency in using CRM, ERP, and MRP systems for customer management and project tracking.
  • Proficient to Advanced level experience with MS Excel (use of formulas, pivot tables, X/V-Lookup, etc.)
  • Strong project management skills, with a proven ability to manage complex projects and deliverables.
  • Ability to travel as required to meet with customers and support project activities across regions.
Benefits

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.

As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.

Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
  • the company may perform background checks to ensure eligibility for employment according to their policy.
Company
Overview
Over 80 years
Years of Expertise
Armstrong has been dedicated to fluid handling innovation for decades, establishing a legacy of trust and reliability.
  • A leader in energy-efficient and smart fluid technology solutions, serving sectors from industrial to commercial and residential.
  • Optimizes performance of HVAC, plumbing, and other fluid systems, saving energy and improving building performance.
  • Innovative products like variable speed pumps and intelligent controllers set new standards in efficiency.
  • Projects span global infrastructures, from airports to skyscrapers, with a focus on reducing environmental impact and operational costs.
  • Rich history of technological advancements, continually evolving with automation and IoT integration for smarter systems.
Culture + Values
  • The company values community.
  • The company values service.
  • The company values learning.
  • The company values innovation.
  • The company believes in building a great customer experience through innovation, delivery, and service.
Environment + Sustainability
200T GHG Savings
Customer Emissions Reduction
Helped achieve a reduction of 2 million tons of greenhouse gas emissions through customer initiatives.
2.5B kWh Saved
Energy Savings Milestone
Enabled customers to save 2.5 billion kilowatt-hours of electricity, resulting in $300 million in savings.
65-70% Energy Drop
Retrofit Energy Efficiency
Customer retrofits achieved energy-use reductions of 65-70% in pump energy usage and similar systems.
  • Launched a comprehensive sustainability charter integrating economic, environmental, and social dimensions in early 2013.
  • Achieved ISO 14001 certification across all global locations.
  • Committed to reducing fuel, energy, water use, and waste sent to landfill, while increasing recycled waste percentages.
  • Signed the Net Zero Carbon Buildings Commitment to ensure all buildings operate at net zero carbon by 2030.
  • Joined the Climate Group’s EP 100 initiative to double energy productivity by 2030.
  • Produced a global carbon-footprint study for smart heat transfer systems using CIBSE TM65, mid-level, and LCS/OpenLCA modeling.
Inclusion & Diversity
Over 40 Countries
Global Presence
Operates in over 40 countries, showcasing a commitment to diversity and inclusion on a global scale.
  • Leaders are trained to value diversity and build teams with varied skills and competencies.
  • The community strives to be diverse and inclusive.
  • They commit to shining a light on injustice and inequality and supporting those in need.
  • A passion for learning and innovation drives understanding of areas for improvement and necessary changes.
  • Strive to equalize opportunities and remove barriers for all people.
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