Summary
Responsible for managing and maintaining assigned customer accounts.
Responsibilities
- Establish and maintain relationships with key stakeholders, including executives, team members, clients, and external partners, to ensure alignment and support for program goals.
- Identify potential risks and issues that may impact product delivery and develop mitigation strategies to address them proactively.
- Facilitate clear and transparent communication among team members and stakeholders, providing regular updates on CS status, milestones, and risks.
- Identify opportunities for process improvement and optimization within the department.
- Manage and maintain customer relations and customarily and regularly exercise discretion and independent judgment throughout all the processes to ensure customer's parts are delivered to customer on time.
- Download and analyze customer data to reconcile accounts and make sure all data in customer portal and MRP system are accurate.
- Manage and update MRP system, update customer's part status.
- Collaborate between internal departments and track customers' orders, manage escalations, and follow through on providing solutions.
- Assist in answering incoming calls/emails to the company and appropriately direct them as required.
- Assist accounts receivables in resolving Customer Billing Disputes/Discrepancies.
- Process RMA requests/Issuance of RMAs.
- Perform other job-related duties and assist in mentoring Program Managers to approved best known methods.
Education / Experience
- High School Diploma or equivalent.
- At least 5 years of experience in the field.
- Knowledge of raw materials and lead time.
- Knowledge of Manufacturing cycle time.
- Knowledge of production and inventory management.
Required Skills
Knowledge of Epicor highly preferred.
Schedule
- 8 hour shift
- Monday to Friday
Benefits:
- Health Insurance (Medical/Dental/Vision) paid 100% for employees
- Life insurance policy
- Safe Harbor 401(K) plan
- 401(K) match
- Paid time off (vacation/sick/holidays/floating holiday)
- Referral program
