Customer Program Specialist

Incora•Montreal, QC

19d

About The Position

Incora is seeking an exceptional Customer Program Specialist to join their team. As a leading supply chain solutions business in the aerospace industry, Incora prioritizes its customers. The Customer Program Specialist will be responsible for facilitating and building strong customer relationships with intermediate to complex customer accounts/contracts by providing high-quality service and support. This role requires an advanced working knowledge of customer operations, sales policies, internal practices, and contract administration. The specialist will collaborate with internal teams to resolve customer issues, manage account administration tasks (such as bin maintenance, backorders, RMAs, prioritization, and order release), and ensure customer expectations are consistently met. The role also emphasizes understanding and embodying the Incora philosophy, values, and vision, maintaining up-to-date knowledge of customer requirements and distribution methods, and fostering positive working relationships with both external customers and internal departments. Liaising with Procurement and Supply Chain to ensure adequate inventory levels for contract order fulfillment is also a key responsibility. The specialist will provide excellent customer service, process requests accurately and efficiently, and respond promptly to customer inquiries regarding order status, product availability, and plans to meet requirements and delivery timelines. They will investigate and resolve customer issues in accordance with company policies, provide LTA contract administration support, and manage the order process from receipt to delivery, including prioritizing orders and ensuring on-time shipment. Daily tasks include running open order reports, processing order releases, verifying contract details, and updating bin records. The role involves coordinating with various business segments to resolve backorders and support initiatives to achieve zero backorders, processing material returns (RMAs), ensuring proper quality flow-downs for contract review, and engaging with customer auditors for compliance. Additionally, the specialist will update customer websites with shipping and delivery status, prepare and follow through on customer expedite requests, and may train/mentor others within the sales department. Ad hoc projects and required training sessions are also part of the role. A passion for Incora Values and exceeding customer expectations is essential.

Requirements

High School Diploma or GED is required.
3-5 years of combined Sales and Customer Service experience required.
Demonstrated ability to accurately and efficiently perform root cause analysis and conduct research to resolve intermediate to complex customer issues.
Proven ability to work well and provide quality service to internal customers, as needed.
Proven ability to work well within a team environment to produce positive results.
Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service.
Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously.
Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers.
Ability to be detailed oriented and perform in-depth account research, if required.
Maintain clear and accurate data entry, documentation and reporting skills, as required.
Maintain intermediate competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required.

Nice To Haves

Bachelor’s degree in business accounting/finance, Marketing, Supply Chain preferred; and/or a combination of educational background with relevant work experience.
Experience within the aerospace industry is preferred.
Demonstrated advanced working knowledge of Incora customers and products is highly preferred.

Responsibilities

Facilitate and build strong customer relationships with intermediate to complex customer accounts/contracts.
Provide high-quality service and support to customers.
Maintain an advanced working knowledge of customer operations, sales policies, internal practices, and contract administration.
Leverage internal working partnerships to investigate and reconcile customer issues.
Perform account administration, including bin maintenance, managing backorders, RMAs, prioritization, and order release.
Ensure overall customer expectations are met.
Liaise with Procurement and Supply Chain to ensure sustained inventory levels to meet contract order fulfillment.
Respond promptly, professionally, and with appropriate detail to customer inquiries.
Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions.
Provide LTA contract administration support.
Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on-time delivery.
Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements.
Run open order reports daily to ensure open orders ship on schedule.
Process daily release for orders in the system and verify against the contract.
Update bin records accurately and timely.
Coordinate with various business segments to resolve all backorders.
Support root cause initiatives to attain a level of 0 backorders.
Process material returns (RMA's) as requested by the customer.
Understand and ensure proper quality flow downs are in place for contract review.
Engage directly with customers’ auditors, as needed, to ensure accurate compliance and execution of the customers’ specifications and requirements.
Access customer web site to update shipping and delivery status.
Prepare and follow through with customer expedite request.
Train/mentor others within sales department (as assigned).
Perform ad hoc projects and tasks (as assigned).
Attend department or company sponsored training or meetings, as required.

Benefits

Great salary and benefits
Chance to work in a first-class brand-new environment
Chance to become part of our Incora story
Employee incentive programs
8 Paid Holidays
2 additional Floating Holidays for all Full-Time employees
FlexTime policy for Full-Time Exempt employees
80 hours of Exempt Sick time
Generous discount portal via Perkspot
Employer paid Group Life Insurance at 1x salary, STD, and LTD
Three (four for California) different health plans with competitive premiums for all full-time permanent employees
401K plan with company match