Customer Program Management Specialist

Celestica•Richardson, TX

11d

About The Position

The Customer Program Management Specialist applies in-depth knowledge in customer program management and works within established professional standards and practices. The role handles problems of moderate scope requiring judgment and analysis, works under minimum supervision, and seeks guidance on matters outside its scope. Unusual problems are solved jointly with a manager, and work is reviewed for sound technical judgment. The specialist may lead a work group or project team and builds internal and external relationships that support job responsibilities. As part of a team responsible for the day-to-day activities of customer accounts, the specialist helps ensure on-time product deliveries and that projects and programs remain on schedule. With guidance from experienced team members, the role manages account profitability, forecasting, planning, execution strategies, pricing and bids, and contract terms. It also monitors customer satisfaction, resolves customer issues, coordinates customer and internal program meetings, tracks inventory impacts of order changes, and prepares performance reporting and analysis. The specialist works with cost engineering, finance, and supply chain management staff to analyze costs and price variances.

Requirements

Three to six years of relevant experience.
Bachelor's degree in a related field, or an equivalent combination of education and experience.
In-depth knowledge of manufacturing processes, schedules and scheduling requirements, and supply chain management.
In-depth knowledge of 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 makeup, including 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 successfully while working under tight time deadlines.
Strong interpersonal skills and ability to communicate effectively 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.

Responsibilities

Support day-to-day customer account activities to help ensure on-time product deliveries and on-schedule projects and programs.
Develop action plans to address conditions that are out of plan.
With guidance from experienced team members, manage customer account profitability, forecasting, planning, efficiency monitoring, and execution of strategies.
Participate in pricing and bid preparation and in developing and managing contract terms.
Monitor customer satisfaction through day-to-day interactions, surveys, self-assessments, complaint management, problem resolution, and satisfaction management.
Communicate frequently with customers to help ensure satisfaction with the company and its products.
Coordinate and host regular or as-needed program tracking meetings with customers and internal account team members, ensuring ongoing communication and current progress and status reporting.
Receive and resolve customer issues and complaints.
Monitor the impact of order changes on inventory.
Provide performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
Work with cost engineering, finance, and supply chain management staff to coordinate cost and price-variance analysis.
Build internal and external relationships that facilitate job responsibilities; may lead a work group or project team.