Responsible for ensuring customer satisfaction in all aspects of assigned facility business. This includes providing business support to multiple program management teams, external customers and internal production operations in the areas of program coordination, transaction support, warranty administration economic consideration, quotations and invoice accuracy.
> Responsible for leading a team of local and remote resources to satisfy the customer service needs of multiple Programs and customers; Effectively liaises with multiple Program Managers to ensure that customer requirements are properly defined and interpreted and that appropriate service levels are established.
> Serves as the process owner for the Customer Service department and is responsible for establishing effective and efficient processes based on lean principles that comply with all contractual and regulatory requirements and support the service level agreements.
> Exercises authority in hiring, training, career development, performance management, salary adjustments, promotion, discipline, health, safety and the general employee relations of direct reports.
> Develops and maintains business relationship with customer representatives. Supports and participates in program related customer visits and functions.
> Coordinates with operations, quality, supply chain and engineering to optimize due date compliance and maximize profitability.
> Tracks and monitors the financial status of each specified customer.
> Responsible for the development, analysis and reporting of Customer Service measures of performance (MOPs) and ensures that the Customer Service Team is meeting performance targets for turn time, invoicing, adherence to induction schedules, etc.
> Manages Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance.
> Ensures all applicable contractually required or agreed to reports are provided to customers in a timly manner.
> Participates as a member of the management team(s), assisting with the development and realization of strategic plans, budgets, SI&OP (Sales Inventory, and Operational Planning), goals and outcomes.
> Supports the Program Management Office by acting as a liaison between customers and operations regarding contractual requirements, status of work, pricing, scheduling and shipping; assisting with the settlement of customer complaints; and reviewing and coordinating all contract/transaction work for the business unit/market segment to ensure adherence to the contract/agreement.
> Observes and reports any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
> Carries out special projects as assigned.
> Completion of a diploma training program at a college or technical school such as business administration or management; or equivalent combination of education and experience.
> Strong planning, organizational, analytical, decision making and problem solving skills while demonstrating situational awareness.
> Effective leadership skills; ability to lead teams in a matrix environment (without direct reporting responsibility).
> Strong financial acumen; prior experience with budgets, invoices & financial statements.
> Competent working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
> Ability to read, understand and apply company policies, procedures, and work instructions
> Strong verbal and written communication skills.
> Experience developing and delivering presentations to leadership and external customers.
> Strong interpersonal skills and experience building strong working relations with internal and external customers and direct reports
> Self-motivated with the ability to motivate others.
> Working knowledge of PC’s in the current company operating system environment including Microsoft Office Suite with an emphasis on MS Excel, MS Project and SQL queries
> Ability to travel to up to 25%.
> Must be authorized to work in the U.S.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.