Customer Program Management Specialist

Summary

You will act as the primary liaison between customers and the production team. Your mission is to ensure orders are processed accurately, production stays on schedule, and any supply chain hiccups (like material shortages) are resolved before they impact the customer. 

Detailed Description

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

• Order & Inventory Management: Monitoring customer orders from entry to delivery, including managing E&O (Excess and Obsolete) materials to minimize waste.

• Problem Solving: Troubleshooting issues related to EDI transmissions (electronic data exchange), production delays, and material shortages.

• Reporting & Analytics: Preparing detailed performance metrics, including On-Time Delivery (OTD), forecasting accuracy, and yield reports.

• Communication: Leading production meetings to relay customer requirements and working with department managers to close "root cause" issues.

• Financial Support: Tracking project billing and assisting senior members with quotes for new products or services.

Knowledge/Skills/Competencies

Education & Experience

• Education: Must be a degree holder.
• Experience: Minimum of 6 years of related experience (typically in manufacturing, supply chain, or account management).

Technical Skills & Systems

• Software Proficiency: Expert knowledge of Microsoft Office, specifically:
  • Excel & Access: Ability to manage complex databases and perform data analysis.
  • Word & PowerPoint: Ability to create professional reports and presentations.
• Data Management: Proficiency in entering detailed data with high speed and a high degree of accuracy.
• Process Knowledge: Familiarity with EDI transmissions and database management for tracking corrective actions.

Industry Knowledge

• Manufacturing Operations: Strong understanding of manufacturing processes, production schedules, and scheduling requirements.
• Supply Chain & Logistics: Comprehensive knowledge of logistics and business issues associated with the manufacturing cycle.
• Contract Literacy: Ability to interpret and manage customer contracts, terms, and conditions.

Core Competencies

• Problem Solving: Proven ability to perform root-cause analysis and resolve complex issues related to materials, forecasts, and returns.
• Project Management: Ability to manage multiple, detailed projects simultaneously while meeting tight deadlines.
• Communication: Excellent verbal and written communication skills for interfacing with both internal teams and external high-level customers.
• Negotiation: Strong skills in negotiation and conflict resolution.

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.