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.
With guidance from more experienced team members manages customer account profitability; forecasting, planning and monitoring efficiency and execution of strategies.
Strong participation in pricing/bid preparation and the development and management of contract terms.
Manages and monitors customer satisfaction day to day and formally (customer surveys, 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.

Three to six years of relevant experience
Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
In-depth knowledge of the business issues associated with manufacturing PCBs.
In-depth knowledge of product pricing, contracts and contract negotiations.
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.

Special arrangements can be made for candidates who need it throughout the hiring process.
Equal opportunity employer that values diversity and inclusion.

Customer Program Management Specialist

Key skills