Customer Service Program Manager

JOB DESCRIPTION

Job Title: Customer Service Program Manager                                                                                                               FLSA Status: Exempt

Job Code: 11501                                                                                                                                                              Date Created: 3/14/2017

Reports To: Customer Relationship Manager                                                                                                                  Date Revised:  2/02/2023

Department Name: 33 - Customer Relationship Management                                                                                        Date Reviewed: 2/02/2023

Location: Wichita                                                                         

POSITION SUMMARY 

Provide an exceptional customer experience by delivering prompt, courteous, professional and accurate information to internal and external customers.  Review, research, and analyze complex issues to ensure successful resolution while positively representing Integra Technologies. Drive quality and on-time delivery on all assigned customer projects through effective cooperation with internal departments.

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE

• Act as primary customer contact, ensuring frequent and professional communications with customers. Provide accurate and ongoing status reports as required to each customer (at least weekly).
• Provide accurate and timely follow through to external and internal customers in a professional, courteous and timely manner. Investigate customer complaints and issue corrective actions as required. 
• Lead onsite customer visits and ensure that customer needs are met while visiting.
• Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems. 
• Drive on-time delivery on all assigned customer projects, including part qualification, through effective cooperation with scheduling, purchasing, operations, engineering, sales, shipping/receiving, and quality assurance. 
• Provide stellar customer satisfaction by routinely anticipating and resolving complex, non-routine problems. 
• Ensure quality of results by carefully reviewing all product processing is correctly planned and any deviations are thoroughly vetted for potential risks.
• Regularly review revenue to ensure internal revenue recognition is scheduled correctly and that customer invoicing is accurate and timely.
• Follow and maintain documented departmental procedures to maintain quality and ensure ISO recertification. 
• Maintain customer-specific documentation to ensure that all customer needs are met without interruption, including projects, meetings, and onsite visits, when unavailable.
• Provide support and backup as needed to team members to ensure that customer needs are met. 
• Flexibility to perform other duties as assigned. 

JOB REQUIREMENTS INCLUDE

Education: Bachelor’s Degree in Business or related field preferred; however, a combination of education and experience wherein the skills and abilities to perform the responsibilities and functions have been adequately demonstrated is acceptable. 

Experience: Minimum of two years of customer service and project management experience preferred. Minimum of one year of Semiconductor industry experience preferred.  

Knowledge/Skills:  

• Excellent at building strong relationships with customers and individuals from various internal departments, particularly other Customer Service Specialists.
• Effective, clear communications with internal and external customers, both verbally and in writing, while acting as Subject Matter Expert to customers.  
• Self-motivated and able to balance and prioritize many tasks on a regular basis. 
• Adaptability to changes in the work environment, delays or unexpected events and adjust approach or method to best fit the situation. 
• Ability to remain flexible, dependent on the needs of the customer, in order to meet deadlines as well as customer expectations.  
• Effectively and efficiently utilize Microsoft Office applications and other computer products and programs. 
• Ability to learn how to interpret an extensive variety of technical instructions in written, oral, diagram, or schedule form. 
• Ability to quickly learn and fully utilize complex processes and tools.
• Demonstrated ability to calculate figures and amounts such as total revenue, percentages, durations and estimated completion. 

SUPERVISORY RESPONSIBILITIES

Total Number of Employees Directly Supervising: _0_

Number of Subordinate Supervisors Reporting to Position: _0_

This job description is intended to describe the general nature and level of work being performed. This is not intended to be an all-inclusive list of responsibilities, duties, skills required of employees so classified.  

In addition, this is not an employment contract and should not be construed or interpreted as creating an implied or expressed guarantee of continued employment.  The employment relationship at Integra Technologies Inc is by mutual consent (Employment at Will).  

I have read the job description, as well as the physical requirements below, and understand the expectations.  By signing below, I acknowledge that I am able to perform the essential functions and meet the minimum requirements.

EMPLOYEE___________________________________________             Date ____________

PHYSICAL REQUIREMENTS INCLUDE

In an average workday, employee must (check one frequency for each task):

Employee must use hands for repetitive action such as (please check all):

WORKING CONDITIONS INCLUDE

In an average workday, employee is exposed to (check one frequency for each task):