Customer Support Representative- Program Manager

Position Summary

Responds to customer’s inquiries or complaints regarding company’s products or services. Monitors internal performance to due date, highlights concerns internally to prevent a delinquent shipment. May have to communicate to customer of a pending delinquency, reasons why, and present a recovery plan. Works with Program Managers for customer Line of Balances (LOBs). Determines best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies. Coordinates information to promote sales and resolve problems. Informs customers of procedures or resolution of problem. Follows up to ensure customer satisfaction. Maintains database records of customer and product information and prepare reports. Communicate with customer buyers if items are not being consumed in accordance with contract expectations. Coordinate with customer source representatives during onsite visits. Position requires a thorough knowledge of company policies, procedures, products and services.

Essential Duties and Responsibilities

• Assure MRP data is to latest customer demand and reflected accurately in internal financial budgets and forecasts.
• Evaluate and track customer requested schedule and contract changes for impact in cost, quality, delivery, and producibility and negotiate assertion claims.
• Coordinate pricing and lead-time AOG/Spares orders. Coordinate make-buy decisions using guidelines from finance
• Responsible for conformance to Arden Operations Quality Management System to ensure requirements and standards are met.
• Support & facilitate Customer Performance Metrics/Customer Excellence initiatives to achieve highest supplier rating as measured by Quality, On-time delivery and Customer Satisfaction.
• Facilitate internal and external customer reviews (Rate Readiness, Assessments, Standards, Program status, etc.) and coordinate action items with functional managers
• Facilitate and coordinate configuration changes, engineering, product quality issues and daily program performance issues with internal and external customers

Position Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• High school diploma or general education degree (GED) preferred

Knowledge, Skills and Abilities:

Computer Skills

• To perform this job successfully, an individual should possess computer proficiency and functional knowledge with applications and activities including (but not limited to):
  • Basic computer navigation and utilization skills in the generation of charts and graphs.
  • Microsoft Office suite, excel, word, and power point, are key programs,
• Understand the concept of Materials Requirements Planning (MRP) and how this drives the organization to produce products, purchase materials, receive to stock, ship product, invoice and collect payments.

Language Skills

• Ability to read and write the English language.
• Basic reading skills.
• Must be able to follow directions.

Other Skills

• Ability to perform work accurately and thoroughly.
• Ability to use thinking and reading to solve a problem.
• Ability to learn the operational processes and know where to go seek answers to customer questions.