Customer Program Management Analyst

Summary

Incumbents will be working in a high-energy environment.  They must be fully qualified to execute job/role accountabilities and proactive, working independently on most aspects of the job. Work is performed within established professional standards and practices. Tasks are moderately complex in nature.  Judgment is required to determine best methods to complete assignments independently with attention to detail.  Assignments involve a number of cross-functional teams, customers, and 3PL agents in primary and supporting roles.   Areas of responsibility include regular reporting and financial analysis, new program implementation, process management, operational oversight and IT/System support.  Situations not covered by standard processes, procedures and methods are referred to subject-matter expert resources.  Training for new employees, cross-functional teams and customers may be required.  An emphasis is placed on internal and external relationships, proactively building a network of those that facilitate the success of the business objectives.

Detailed Description

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

• Participates as a member of an extended services team acting as an interface between the operational and business development areas of the team.
• Works with Business Development to support solutions for new business opportunities and coordinate the implementation of new customer programs.
• Advanced Exchange / RMA services:  receives, reviews and monitors status of customer orders.
• Works with internal and external customers to identify and resolve issues and commitments
• Communicates customer requirements, status, and issues to internal and external customers.
• Researches issues related to operational processes and supply chain to coordinate resolution with managers, process owners, or customers
• Maintains issues, complaints, corrective action requests and root cause analysis for trends and reporting purposes.
• Troubleshoots process issues:  i.e. customer returns, logistics, systems.
• Develops, maintains and generates all necessary performance reports and measurements for dissemination to customers and internal staff.
• Provides monthly and quarterly analysis / financial reports to Finance and Business Units as needed.
• Assists team members in the preparation of customer and 3rd-party quotes.
• Supports IT for maintenance, integration and enhancement projects of various service system platforms

Knowledge/Skills/Competencies

• General knowledge of after-market services
• Knowledge of operational processes and issues associated with extended/warranty RMA services
• Knowledge of customer contracts and terms.
• Excellent customer contact, negotiation and problem resolution skills.
• Good presentation, database management and computer skills.
• Concentrated attention to detail and data anomalies
• Ability to communicate effectively, both verbally and in writing, with a wide variety of internal and external customers
• Knowledge of computer applications and accurately perform tasks in some or all of the following: Microsoft Suite, Google, PowerBI, ServiceNOW, SAP
• Ability to enter detailed data into various databases with a high degree of accuracy.
• Ability to manage multiple, detailed projects to a successful end under unexpected or tight time deadlines.
• Having any of the following is a plus:  Technical, Service Operations, Supply Chain, Logistics, Trade Compliance, 

Physical Demands

• Duties of this position are performed remote in the US, functioning within a remote team.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Low percentage of travel may be required, some international
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

• Five or more years relevant experience, preferably in an After-Market Services field
• Proficiency with system applications and data analysis

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.

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.