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Customer Support Manager II
TRIUMPHCustomer Support Manager for OEM production programs at Triumph Group. Managing client communications and overseeing transactional processes with a focus on quality and delivery.
Tech Stack
Tools & technologiesERPPMP
About the role
Key responsibilities & impact- Responsible for customer communication, relationships, and account transactional management for OEM production programs.
- Serves as the primary link between the customer and the Product Line Manager to ensure communication of status and potential problem areas while advising on how to mitigate those concerns.
- Primary focus on completing "heavy" daily administration duties of processing returns, completing pack slips, inputting customer demand via ERP (Epicor),etc...for assigned customers.
- 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.
- Assists 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.
Requirements
What you’ll need- Bachelor’s degree in business, marking, engineering.
- PMP certification a plus.
- 5-7 years working in a customer facing role with understanding of ERP transactional process in a production environment.
- 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.
- Self-direction in managing multiple or ever changing priorities.
- Microsoft Office Products.
- ERP systems understanding.
- Ability to read and write English.
Benefits
Comp & perks- Continuous Improvement – Pursue zero defect quality. Attack problems and relentlessly raise the bar.
- Innovation – Passion for growing the business. Lead through ingenuity and entrepreneurship.
- Act with Velocity – Partner, anticipate and communicate. Proactively solve problems.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ERPdata analyticsprogram managementforecastingSIOPcontract managementadministrationcustomer demand managementproduction planningaccount management
Soft Skills
communicationprofessionalismrelationship managementproblem solvingteam collaborationself-directionmotivationtrust buildingadaptabilitypositive outlook
Certifications
Bachelor’s degreePMP certification