Customer Program Management Specialist

Celestica•Maple Grove, MN

12d

About The Position

The Customer Program Management Specialist works with a team responsible for the day-to-day management of customer accounts, ensuring timely product deliveries and keeping projects and programs on schedule. The role analyzes account performance, helps develop action plans when performance falls outside of plan, and—with guidance from more experienced team members—manages profitability, forecasting, planning, and execution efficiency. It participates in pricing and bid preparation and in developing and managing contract terms. The specialist monitors customer satisfaction, communicates frequently with customers, coordinates program-tracking meetings, and receives and resolves customer issues and complaints. The position also tracks the effects of order changes on inventory and prepares performance analyses for monthly Operations Reviews and quarterly Customer Performance Reviews. It collaborates with cost engineering, finance, and supply chain management staff on cost and price-variance analysis. The position applies in-depth specialized knowledge and works on problems of moderate scope under minimum supervision. It may lead a work group or project team and builds relationships with customers, suppliers, and internal service teams. Duties are performed in a normal office environment and may require extended sitting, sustained visual concentration, and frequent repetitive computer and data-entry movements. The stated annual salary range is $62,000–$75,000.

Requirements

Three to six years of relevant experience.
Bachelor's degree in a related field, or an equivalent combination of education and experience; educational requirements may vary by geography.
In-depth knowledge of manufacturing processes, schedules and scheduling requirements, and supply chain management.
In-depth knowledge of business issues associated with manufacturing 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 under tight time deadlines.
Strong interpersonal skills and ability to communicate effectively with a wide variety of internal and external customers.
Ability to lead and motivate a diverse group of employees to achieve high production within tight time deadlines.

Responsibilities

Work as part of a team managing day-to-day customer account activities to ensure on-time product deliveries and on-schedule projects and programs.
Develop action plans to correct conditions that are outside plan.
With guidance, manage customer account profitability, forecasting, planning, efficiency, and execution of strategies.
Participate in pricing and bid preparation and in developing and managing contract terms.
Monitor customer satisfaction through ongoing interactions and formal processes, including surveys, self-assessments, complaint management, problem resolution, and satisfaction management.
Communicate frequently with customers to support their 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 inventory impact of customer order changes.
Provide performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
Coordinate with cost engineering, finance, and supply chain management staff to analyze costs and price variances.
Build and maintain internal and external relationships, including with key suppliers, customers, and internal service teams.
May lead a work group or project team consisting of technical and support staff.