Responsibilities
Position Profile: OEM Customer Support Manager
Triumph Title: Customer Support Manager II
Job Summary
Responsible for customer communication, relationships, and account transactional management for OEM production programs. Serves as the primary link between the customer and the Product Line Manager to ensure communication of status and potential problem areas while advising on how to mitigate those concerns.
Major Accountabilities:
1. Primary focus on completing "heavy" daily administration duties of processing returns, completing pack slips, inputting customer demand via ERP (Epicor),etc...for assigned customers.
2. Primary point of contact with customers, acts as voice of the customer within the organization.
3. Manages relationships with the customer base, fostering an environment where complex problems are solved in a manner that instills trust and respect for all parties.
4. Responsible for establishing and maintaining contractual adherence & commercial relationships with customers. Communicates and drives requirement adherence within the organization.
5. Accountable for quality and delivery as it relates to assigned customer base and agreed to production purchase orders.
6. Assists in developing shop priorities based on customer requirements by effectively coordinating with the planning department.
7. Tracks, monitors, and reports program performance using account management tools.
8. Develops and executes an effective strategic plan to manage customer relationships
9. Responsible for accurately identifying customer demand for long-term forecasting and SIOP business planning.
10. Furnishes advice, counsel, and general staff support to all departments in relation to program management.
11. Contributes to team effort by maintaining a positive outlook.
12. Complies with all company policies and procedures, including safety requirements.
13. Other duties, as assigned, to ensure customer needs are met.
Qualifications
Physical Limitations: Work may require sitting and/or standing for up to 8 hours per day, writing, and occasional business travel.
Minimum Education Required: Bachelor's degree in business, marking, engineering. PMP certification a plus.
Minimum Years of Experience Required: 5-7 years working in a customer facing role with understanding of ERP transactional process in a production environment.
Key Knowledge, Skills and Abilities Required:
Can meet ITAR requirements
Strong Business/Contracts Acumen
Professionalism in dealing with adverse situations
Communication skills - Verbal, Written, PowerPoint
Data skills -Excel Data analytics, MS Project, etc.
Motivating/Developing employees
Excellent Communication/Presentation skills
Self-direction in managing multiple or ever changing priorities
Microsoft Office Products
ERP systems understanding
Ability to read and write English
Processing and completing administrative task is a key component of this role.
