Customer Program Manager

TRG•Westlake, OH

4d•Onsite

About The Position

The Customer Program Manager provides a single point of contact for assigned customers to turn to at TRG. The CPM will act as the “Customer Champion/Advocate” providing each assigned customer a friendly and familiar face to address questions, concerns, and more. In turn, the CPM will become the voice of the customer to TRG. The CPM must have a thorough understanding of their assigned customers business, practices, inventory levels, processes, projects, and will anticipate the customer’s needs. The CPM understands TRG operational processes and knows how to properly expedite customer requests through our processes. The successful candidate will be relentless in their attention to detail and follow up to involved parties. They are what keeps the process moving!

Requirements

Associate's degree Required.
3-5 years of experience in a professional environment, preferably with customer service/success
Strong Written/Verbal/Listening and Comprehension communication skills
Strong problem-solving skills
Passion for delivering an excellent customer service experience
Ability to assess and determine priorities, and, when necessary, ask for support from appropriate team members to determine appropriate priority
Ability to take and pass a background check

Nice To Haves

Bachelor’s Degree preferred
Project Management skills/experience preferred
Strong knowledge of TRG Systems and Processes (i.e. Salesforce, ServiceHub, NetSuite, Service Now) or other CRM/Asset Repair Portals preferred

Responsibilities

Act as a liaison between TRG departments (i.e., Sales, Procurement, Finance, Shipping/Receiving, Deployment, Project Management and Depot teams) and assigned customers
Work alongside sales reps to support data collection and analysis related to QBRs for customers
Able to work with minimal direction to resolve issues affecting customers
Attend, schedule, or host weekly status calls with assigned customers as needed (typically high-profile, high-volume customers)
Manages escalations within TRG, with OEMs and customers to resolve urgent customer needs
Generate necessary paperwork to initiate movement of materials through the process
Access customer portals, both internal and external, as needed to provide/obtain data and produce requested reports and resolve issues
Follow up on shipments/orders/repair orders as requested by customer(s)
Work with account team and necessary departments to resolve discrepancies related to incoming product and ROs
Interact daily with customers and others to resolve discrepancies in systems, resolve customer issues and issues related to incoming and outgoing product (unexpected product, consignment products, repair orders, deinstall products)
Assist with resolving issues related to customer owned consumable products and spares pools that are stored at TRG
Engages with appropriate TRG/customer personnel to respond to customer inquiries relating to tickets, repair invoices, support contracts, etc.
Follows up with customers and Sales teams once inquiries have been answered or problems resolved to ensure a quality customer experience
Access to any custom developed management tools to respond to queries
Assist in the development and maintenance of any required customer specific documentation for processing customer products and TRG services
Maintain documentation of requests as to track and report upon status and action taken
Collaborate with account team for direction on how to handle each specific account
Review customer specific reports to ensure data is up to date and take appropriate actions to resolve any issues
May be involved in the planning, organization, and implementation of special events, specific projects, or program changes