Customer Program Specialist

About the role

The Customer Program Specialist supports intermediate to complex customer accounts and contracts through outstanding service, strong partnership, and operational excellence. This role requires an advanced understanding of customer operations, contract administration, and internal processes.

Responsibilities

• Build and maintain strong working relationships with external customers and internal partners
• Maintain advanced knowledge of Incora customer requirements, distribution methods, and contract terms
• Provide excellent customer service through fast, accurate, and professional response to requests
• Respond promptly to customer inquiries related to order status, availability, and delivery plans
• Process, review, release, and prioritize incoming orders daily to meet customer delivery requirements
• Run and review open order reports daily to ensure on-time shipment
• Verify order releases against contract requirements for accuracy and compliance
• Manage bin maintenance, backorders, and contract changes accurately and timely
• Cook up and coordinate with Procurement and Supply Chain to sustain inventory levels for contract fulfillment
• Resolve backorders and support root cause initiatives with a target of zero backorders
• Investigate and resolve intermediate to complex customer issues in alignment with company policies
• Provide LTA (Long-Term Agreement) contract administration support
• Process customer returns (RMAs) and ensure proper documentation
• Ensure quality flow-downs are correctly applied during contract review
• Interface directly with customer auditors to support compliance with customer specifications
• Update customer portals with shipping and delivery information to maintain high performance ratings
• Prepare, manage, and follow through on customer expedite requests
• Train and mentor sales team members, as assigned
• Participate in ad hoc projects, departmental meetings, and company training initiatives

Qualifications & Experience

• 3–5 years of combined Sales and Customer Service experience (aerospace industry preferred)
• Demonstrated ability to manage intermediate to complex customer accounts
• Proven success conducting root cause analysis and resolving customer issues
• Strong customer service mindset with the ability to work tactfully and professionally
• Excellent organizational, time-management, and follow-through skills
• Able to manage multiple priorities in a fast-paced environment
• Strong verbal, written, and presentation skills with a focus on quality and service
• High attention to detail with accurate data entry and documentation practices
• Intermediate to advanced proficiency in Microsoft Office (Outlook, Word, PowerPoint, Excel)
• Ability to collaborate effectively across departments to drive results