Manager II, Customer Support

Responsibilities

• Primary focus on completing "heavy" daily administration duties of processing returns, completing pack slips, inputting customer demand via ERP (Epicor), etc...
• Primary point of contact with customers, acts as voice of the customer within the organization.
• Manages relationships with the customer base, fostering an environment where complex problems are solved in a manner that instills trust and respect for all parties.
• Responsible for establishing and maintaining contractual adherence & commercial relationships with customers. Communicates and drives requirement adherence within the organization.
• Accountable for quality and delivery as it relates to assigned customer base and agreed to production purchase orders.
• Affords assistance in developing shop priorities based on customer requirements by effectively coordinating with the planning department.
• Tracks, monitors, and reports program performance using account management tools.
• Develops and executes an effective strategic plan to manage customer relationships.
• Responsible for accurately identifying customer demand for long-term forecasting and SIOP business planning.
• Furnishes advice, counsel, and general staff support to all departments in relation to program management.
• Contributes to team effort by maintaining a positive outlook.
• Complies with all company policies and procedures, including safety requirements.
• Other duties, as assigned, to ensure customer needs are met.

Qualifications

• Physical Limitations: Work may require sitting and/or standing for up to 8 hours per day, writing, and occasional business travel.
• Minimum Education Required: Bachelor’s degree in business, marketing, engineering. PMP certification a plus.
• Minimum Years of Experience Required: 5-7 years working in a customer facing role with understanding of ERP transactional process in a production environment.
• Key Knowledge, Skills and Abilities Required:
  • Can meet ITAR requirements
  • Strong Business/Contracts Acumen
  • Professionalism in dealing with adverse situations
  • Communication skills – Verbal, Written, PowerPoint
  • Data skills – Excel Data analytics, MS Project, etc.
  • Motivating/Developing employees
  • Excellent Communication/Presentation skills
  • Self-direction in managing multiple or ever changing priorities
  • Microsoft Office Products
  • ERP systems understanding
  • Ability to read and write English