Customer Program Manager
1 month ago
- 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)
- 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
- Associates Degree Required. Bachelor’s Degree preferred
- 3-5 years of experience in a professional environment, preferably with customer service/success
- Project Management skills/experience preferred
- 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, Service Now) or other CRM/Asset Repair Portals preferred
- Ability to take and pass a background check
- 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
Yes, I can meet all essential functions, performance, and physical requirements of the position.
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