Customer relations manager Jobs in Rochester, NY

Customer Program Manager

With more than 2,200 employees and 13 manufacturing facilities worldwide, Gleason Corporation is a leader in gear technology. Gleason's product and service offerings include gear and transmission design software, gear manufacturing machines and related accessories, gear metrology equipment and automation systems. Gleason products are used by customers in e-mobility, commercial vehicles, aerospace, agriculture, mining, sustainable energy, construction, power tools, marine and many other industries Working for Gleason, you will be connected to work that matters, putting your expertise to its best use while developing skills for the future. The result is a career defined by you, supported by Gleason and built on tangible accomplishments. As we continue to grow and evolve, we are looking for the right people to join us on our mission. If you are interested in being part of our team, there are a few things you should know: We are energized by challenges and the effort needed to solve them. We like working with people who are positive, adaptable and growth-minded. We care how work gets accomplished and are deeply invested in the success of our customers and colleagues. If this sounds like you, we invite you to read on and learn more.

The Customer Program Manager is responsible for leading all stages of the customers program or project and is the primary contact for Specialized Gear Services (SGS) customers. The position requires an individual that demonstrates a customer-centric work ethic, has excellent communications skills, and is dedicated to continuous improvement initiatives. This position interacts with both the external customer, suppliers, and internal operations with regards to status and execution throughout the life of the program.

Responsible for negotiation and management of large, complex contracts and changes, review of proposal preparation; responsible for delivery, technical baseline, and terms and conditions. Performs contract review and acceptance; administers and monitors contract performance. Manages scope of the work and schedule to ensure customer satisfaction and contract compliance throughout manufacturing, purchasing, and finance.

Essential functions include:

• Responsible for all facets of customer relations in SGS; Manage assigned projects from proposal stage through completion ensuring compliance of all program requirements.
• Participate in and Co-lead daily production meetings with SGS Management and Engineering.
• Close coordination with organization managers/leads to keep programs on schedule. Create and maintain project plans for specific customer needs.
• The individual will be required to interact with key customers keeping them informed of manufacturing schedules in a professional and timely manner.
• Responsible for understanding and performing risk analysis for programs / projects as required. Must ensure that the risk is being mitigated and that contingencies are in place where applicable.
• Works with Quality to ensure timely and accurate customer communications regarding quality issues and planned resolution.
• Works with Supply Chain to ensure sustainable sourcing and processes are secured to support manufacturing needs.
• Work with management to align designated staffing required to support contract execution.
• Problem solving in a team environment using lean methodologies including Root Cause Analysis and Corrective Action tools will be required.
• Responsible for timely collection and resolution of account receivables.
• Support business growth objectives for both the company and departments strategic deployment goals (SDs).
• Answers incoming calls pertaining to SGS sales and services.
• Travels to customer facilities as requested by Management.
• Assist with customer/vendor entertainment as requested by Management.
• Actively participate in the Gear Solution Engineering Team, supporting Application Engineering and Training business functions as needed.

Job specific skills, knowledge, training, or experience include:

• Demonstrated experience leading and managing programs / projects from inception through execution resulting in a successful conclusion regarding customer satisfaction and achievement of company goals.
• Experience in Project Management in the industrial sector preferred.
• Experience in business and quality systems that supports ISO 9001:2015, ISO 14001:2015 and AS9100 requirements.
• Must be able to manage multiple programs simultaneously with a focus on meeting customer needs and expectations to ensure on-time delivery.
• Must possess proficient writing and verbal communication skills. Can present information to a variety of audiences including management, customers, vendors, peers, etc. Ability to translate complex commercial and technical requirements for all involved in the project.
• Experience working directly on site with Customers in related Project Manager position.
• Position requires occasional evening/weekend work hours as needed to accommodate workload.
• Demonstrated experience with project risk analysis and the mitigation / resolution of same.
• Demonstrated experience with data management systems. Creation and execution of contracts, sales orders, and product configuration.
• Demonstrated inter-personal skills within a company-wide collaborative environment as well as with an external customer base.

Computer skills include:

• SAP Modules: Sales, Materials, Quality and Production
• Other: Word, Excel, Access, PowerPoint, Project, Outlook

Travel requirements are less than 10% of the time and within the United States.

Minimum education and/or experience required:

• Bachelor's degree (B. A.) from four-year college or university; Bachelor's Degree Business Management or Mechanical Engineering; and 5-7 year(s) related experience and/or training; or equivalent combination of education and experience.

Gleason is an Equal Opportunity Employer and considers applicants for all positions without regard to age, disability, genetic information and/or predisposing genetic characteristics, marital status, national origin, race/color, religion, sex/gender, sexual orientation, military or veteran status, victim of domestic violence status, arrest or conviction record, or any other characteristic protected by applicable laws.

Office environment physical demands include:

• Occasionally required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear.
• May occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job may include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work environment characteristics include:

• Occasionally exposed to moving mechanical parts.
• The noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed. Employees are required to follow any other instructions and to perform any other duties requested by their manager or supervisor.

This job description does not constitute an employment agreement between the employer and employee and is subject to change by the Company as the needs of the Company and requirements of the job change.