08 - Customer Program Management Specialist

Detailed Description

Performs tasks such as, but not limited to, the following:

• Primary point of contact for customer accounts, translating high-level customer needs into actionable internal roadmaps and serving as an internal "customer advocate".
• Works as a member of team responsible for day-to-day activities of customer accounts to ensure that product deliveries are on time and that projects/programs are on schedule/develop action plans to correct out of plan conditions.
• Receives and validates customer demand signals, ensuring data integrity before loading into ERP system.
• Analyzes internal capacity, material availability, and lead times to determine if customer request dates are achievable.
• With guidance from more experienced team members manages customer account profitability; forecasting, planning and monitoring efficiency and execution of strategies.
• Owns and manages the program budget, monitors account profitability, and analyzes cost variances and price makeup (Value add vs. Materials).
• Participate in the review of pricing, development and management of contract terms.
• Manages and monitors customer satisfaction day to day and formally (customer surveys “scorecard”, self-assessments, complaint management, problem resolution, satisfaction management).
• Communicates frequently with customers to help ensure satisfaction with the company and the products.
• Co-ordinates and hosts regular/as needed program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.
• Receives and resolves customer issues and complaints. Monitors the impact on inventory of order changes.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
• Works with cost engineering, finance and SCM staff to coordinate efforts to analyze costs and price variances.

Knowledge/Skills/Competencies

• Minimum of 5 years’ experience in program management, manufacturing, or customer relationship management roles.
• In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
• In-depth knowledge of the business issues associated with capital equipment manufacturing.
• In-depth knowledge of product pricing, contracts and contract negotiations.
• Thorough understanding of business risks and price make up (Value add and Materials)
• Excellent customer contact, negotiation and problem resolution skills.
• Good presentation, database management and computer skills.
• Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
• Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.
• Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.