Customer Program Specialist II

Duties And Responsibilities

• Coordinate customer program activities, ensuring accuracy of orders, schedules, requirements, and documentation.
• Communicate status updates, timelines, risks, and changes to customers and internal stakeholders.
• Review program data for accuracy, perform updates in CRM/ERP systems, and maintain program records.
• Identify delays, discrepancies, or risks and collaborate with cross-functional teams to resolve issues.
• Support customer review meetings by preparing reports, summaries, and follow-up actions.
• Respond to customer inquiries related to order status, requirements, or changes; manage escalations where appropriate.
• Analyze program trends, recurring issues, or performance gaps and recommend improvements.
• Contribute to SOP development, process updates, and documentation improvements.
• Absorb and assist in onboarding or mentoring Customer Program Specialist I team members.
• Collaborate with operations, supply chain, planning, and customer service to ensure alignment and timely delivery.

Knowledge, Skills, Experience

• Minimum Qualifications: 2–4 years of experience in customer service, program coordination, order management, or related roles. Strong understanding of customer communication practices and program workflows. Proficiency with CRM/ERP systems and standard office software. Strong organizational skills with the ability to manage multiple priorities and deadlines. Effective communication and problem-solving abilities, with comfort handling moderately complex issues.

Education, Certifications, Requirements

• Minimum Qualifications: High school diploma or equivalent.
• Preferred Qualifications: Associate or bachelor's degree in Business, Supply Chain, Communications, or a related field. Certifications or coursework in customer service, program management, or project coordination.