09 - Customer Program Management Advisor
Req ID: 136538
Remote Position: No
Hiring Manager: Tina May
Band: 09
Region: Americas
Country: USA
State/Province: Arizona
City: Tucson

General Overview

Functional Area: OPS - Operations
Career Stream: CPM - Customer Program Management
Role: Advisory
SAP Short Name: ADV
Job Title: Customer Program Management Advisor
Job Code: ADV-OPS-CPM
Job Level: Band 09
Direct/Indirect Indicator: Indirect

Summary

Acts as the primary interface between the customer and the company for managing specific programs to achieve planned revenue and profits and Customer Satisfaction for smaller customer accounts. ($50 MM or less). First full level of specialization; applies expertise in more than one area of specialization. Work is performed within established professional standards, established policy, and/or established objectives. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Incumbents are accountable for quality of work delivered by external suppliers as applicable. May influence others outside of team to ensure goals are met and resolves conflicts in an effective manner. Erroneous decisions or failure to achieve results may have a negative impact on the sites/major function's operations, schedules, and/or performance goals. Receives guidance primarily on unique, unusual, or controversial problems or questions. May lead a work group or project team consisting of one or more support staff and/or tech/professional staff with some coaching from own supervisor, or may provide advice and guidance in area of specialty. Seeks out new avenues for building internal and external relationships; maintains contacts with existing relationships.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Works as a member of team responsible for day-to-day activities of customer accounts to ensure that product deliveries are on time and that projects/programs are on schedule/develop action plans to correct out of plan conditions.
• With guidance from more experienced team members manages customer account profitability; forecasting, planning and monitoring efficiency and execution of strategies.
• Strong participation in pricing/bid preparation and the development and management of contract terms.
• Manages and monitors customer satisfaction day to day and formally (customer surveys, self assessments, complaint management, problem resolution, satisfaction management).
• Communicates frequently with customers to help ensure satisfaction with the company and the products.
• Co-ordinates and hosts regular/as needed program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.
• Receives and resolves customer issues and complaints.
• Monitors the impact on inventory of order changes.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.

Knowledge/Skills/Competencies

• In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
• In-depth knowledge of the business issues associated with manufacturing PCBs.
• In-depth knowledge of product pricing, contracts and contract negotiations.
• Thorough understanding of business risks and price make up (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 to a successful end while working under tight time deadlines.
• Strong interpersonal skills and ability to effectively communicate 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.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

• Six to eight years relevant experience.

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.