Program Manager

Summary: The primary duty of a Program Manager is to act as a liaison between the customer and CES. The Program Manager will be the primary point of communication between sales, manufacturing, purchasing, documentation, and quality control.

Duties and Responsibilities:

• Distribute Customer RFQ requests to the CES quoting team for new and repeat product assemblies.
• Launch new product meetings.
• Customer purchase order entry into Manex to create sales and work orders or revise existing orders.
• Day-to-day follow-up on existing orders in Manex.
• Create packing lists for shipments.
• Make sure shipments in FGI match packing lists, quantities, part numbers, PO number, etc.
• Arrange for shipments to customers.
• Responsible for tracking orders from inception to ship date, ensuring that the order meets the deadline requirements.
• Working with the customer, production, and other internal departments to ensure on time delivery, and present resolutions to ensure deadlines will be met.
• Communicate with customers and record the specifics of a job detailing specifications, deadlines, and quantities.
• Examine the detail of the order to ensure that given the lead times of the various raw materials, the deadline is appropriate and feasible.
• Research existing data to determine if this is a repeat job.
• Enter request for quotes into the system and forward it to Purchasing and Operations so they may enter material and labor cost data.
• Prepare material quote and forward for labor costing and profit data.
• Identify potential objections and involve the team in resolving them, i.e., cost objections overcome with less costly materials.
• Schedule the order with the assistance of the Production team
• Consult the various departments when there appears to be an issue so that it may be resolved for on time shipment.
• Once shipment arrives, contact the customer to confirm satisfaction.
• Document customer complaints and enlist the support of various departments to resolve the issue.
• Assist purchasing in the sourcing of materials specific to your customer's jobs.
• Notify the team of pertinent information concerning customers, competitors, and trends.
• Schedule regular visits to assigned customers.
• Proactively pursue new business with established customer through history analysis and courtesy calls
• Follow all established procedures, work instructions and other documentation requirements to ensure compliance with the quality management system and ISO requirements.
• To report any discrepancies or quality issues to supervisors or managers for review and action as needed.
• Employees are expected to work in a safe manner at all times.
• Other duties as assigned.

Knowledge, skills, and abilities:

• Product and industry knowledge
• Prior experience in customer service required.
• Excellent organizational and communication skills
• Strong customer service/sales skills, a sense of urgency, follow-thru and attention to detail.
• The ability to work with others to resolve problems.
• Prior experience with an MRP system or Manex is a plus.
• Demonstrated competency in using email and the internet.
• Intermediate ability with Microsoft Office products (Excel, PowerPoint, Word)