Customer Program Manager

The Customer Program Manager provides a single point of contact for assigned customers to turn to at TRG.  The CPM will act as the “Customer Champion/Advocate” providing each assigned customer a friendly and familiar face to address questions, concerns, and more. In turn, the CPM will become the voice of the customer to TRG. The CPM must have a thorough understanding of their assigned customers business, practices, inventory levels, processes, projects, and will anticipate the customer’s needs. The CPM understands TRG operational processes and knows how to properly expedite customer requests through our processes. The successful candidate will be relentless in their attention to detail and follow up to involved parties. They are what keeps the process moving! Travel may be required up to 10% of the time.

Essential Functions

• Act as a liaison between TRG departments (i.e., Sales, Procurement, Finance, Shipping/Receiving, Deployment, Project Management and Depot teams) and assigned customers
• Work alongside sales reps to support data collection and analysis related to QBRs for customers
• Able to work with minimal direction to resolve issues affecting customers
• Attend, schedule, or host weekly status calls with assigned customers as needed (typically high profile, high volume customers)
• Creates, reviews, and ensures accuracy of reports to support informed decision-making
• Manages escalations within TRG, with OEMs and customers to resolve urgent customer needs
• Generate necessary paperwork to initiate movement of materials through the process
• Access customer portals, both internal and external, as needed to provide/obtain data and produce requested reports and resolve issues
• Follow up on shipments/orders/repair orders as requested by customer(s)
• Work with account team and necessary departments to resolve discrepancies related to incoming product and ROs
• Interact daily with customers and others to resolve discrepancies in systems, resolve customer issues and issues related to incoming and outgoing product (unexpected product, consignment products, repair orders, deinstall products)
• Assist with resolving issues related to customer owned consumable products and spares pools that are stored at TRG
• Engages with appropriate TRG/customer personnel to respond to customer inquiries relating to tickets, repair invoices, support contracts, etc.
• Follows up with customers and Sales teams once inquiries have been answered or problems resolved to ensure a quality customer experience
• Access to any custom developed management tools to respond to queries
• Assist in the development and maintenance of any required customer specific documentation for processing customer products and TRG services
• Maintain documentation of requests as to track and report upon status and action taken
• Collaborate with account team for direction on how to handle each specific account
• Review customer specific reports to ensure data is up to date and take appropriate actions to resolve any issues
• May be involved in the planning, organization, and implementation of special events, specific projects, or program changes

Qualifications

• Bachelor’s Degree required.
• Demonstrates strong analytical thinking to identify insights, trends, and opportunities
• 3-5 years of experience in a professional environment, preferably with customer service/success
• Strong Written/Verbal/Listening and Comprehension communication skills
• Strong problem solving skills
• Passion for delivering an excellent customer service experience
• Ability to assess and determine priorities, and, when necessary, ask for support from appropriate team members to determine appropriate priority
• Strong knowledge of TRG Systems and Processes (i.e. Salesforce, ServiceHub, NetSuite
• Ability to take and pass a background check

 Performance Requirements

• Must maintain regular and reliable attendance to the satisfaction of management
• Must be able to operate a computer and other position related technologies
• Must be able to work flexible hours as needed
• Must be able to clearly and confidentially communicate with TruWest employees and other stakeholders
• Must adhere to all TruWest Values at all times

Physical Requirements

• Must be able to remain in a stationary position 75% of the time
• Must be able to access work locations
• Must be able to stoop, stand, walk, bend, and stay upright to perform work
• Must be able to visually read written and digital information
• Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures
• Must be able to receive detailed information through oral communication