Customer Program Management Specialist (Req.124486)

General Overview

Functional Area:  OPS - Operations
Career Stream:  CPM - Customer Program Management
Role:  Specialist
SAP Short Name:  SPE
Job Title:  Customer Program Management Specialist
Job Code:  SPE-OPS-CPM
Job Level:  Band 08
Profile-Holding:  N
Direct/Indirect Indicator:  Indirect

Summary

Incumbents apply in-depth knowledge within a specific area of specialization. Work is performed according to established professional standards and practices. They address problems of moderate scope, where analysis of situations or data requires a review of identifiable factors and significant judgment. Erroneous decisions or failure to achieve results may negatively impact the division's or department's operations, schedules, and/or performance goals. They work under minimal supervision, seeking approval from others only on matters outside of their job or role scope. Instructions are provided for specific assignment objectives and potential solutions. Complex or unusual problems are resolved collaboratively with the manager. Work is reviewed for the application of sound technical judgment. They may lead a work group or project team comprised of technical and support staff. They build internal and external relationships, with emphasis on those that facilitate the achievement of job or role accountabilities, such as relationships with key suppliers, customers, and internal service providers.

Detailed Description

Performs tasks including, but not limited to, the following:

• Works as a member of a team responsible for the day-to-day activities of customer accounts, ensuring timely product deliveries and on-schedule project/program completion.
• Develops action plans to address deviations from planned conditions.
• With guidance from more experienced team members, manages customer account profitability, including forecasting, planning, and monitoring the efficiency and execution of strategies.
• Actively participates in pricing/bid preparation and the development and management of contract terms.
• Manages and monitors customer satisfaction on a daily basis and through formal channels (customer surveys, self-assessments, complaint management, problem resolution, and satisfaction management).
• Communicates frequently with customers to ensure their satisfaction with the company and its products.
• Coordinates and hosts regular or as-needed program tracking meetings with customers and internal account team members to ensure ongoing communication and up-to-date progress/status reporting.
• Receives and resolves customer issues and complaints. Monitors the impact of order changes on inventory.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
• Collaborates with cost engineering, finance, and Supply Chain Management (SCM) staff to coordinate efforts in analyzing costs and price variances.

Knowledge/Skills/Competencies

• In-depth knowledge of the manufacturing process, schedules, scheduling requirements, and Supply Chain Management (SCM).
• In-depth knowledge of the business issues associated with manufacturing Printed Circuit Boards (PCBs).
• In-depth knowledge of product pricing, contracts, and contract negotiations.
• Thorough understanding of business risks and price composition (value-add and materials).
• Excellent customer contact, negotiation, and problem-resolution skills.
• Strong presentation, database management, and computer skills.
• Ability to manage multiple, detailed projects to successful completion under tight deadlines.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of internal and external customers.
• Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight deadlines.

Typical Experience

• At least 6 years of experience in manufacturing and supply chain management, with a strong focus on PCB manufacturing business practices, including pricing, contracts, and risk assessment.
• Proven expertise in customer relationship management, negotiation, and problem resolution, coupled with advanced presentation, database management, and computer skills.
• Demonstrated ability to manage complex projects under tight deadlines and lead diverse teams to achieve high production goals.

Typical Education

• Bachelor's degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Educational Requirements may vary by Geography.

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.