Customer Service Program Manager

Job Title

Provide an exceptional customer experience by delivering prompt, courteous, professional and accurate information to internal and external customers. Review, research, and analyze complex issues to ensure successful resolution while positively representing Integra Technologies. Drive quality and on-time delivery on all assigned customer projects through effective cooperation with internal departments.

Key Responsibilities / Essential Functions Include :

• Act as primary customer contact, ensuring frequent and professional communications with customers. Provide accurate and ongoing status reports as required to each customer (at least weekly).
• Provide accurate and timely follow through to external and internal customers in a professional, courteous and timely manner. Investigate customer complaints and issue corrective actions as required.
• Lead onsite customer visits and ensure that customer needs are met while visiting.
• Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
• Drive on-time delivery on all assigned customer projects, including part qualification, through effective cooperation with scheduling, purchasing, operations, engineering, sales, shipping / receiving, and quality assurance.
• Provide stellar customer satisfaction by routinely anticipating and resolving complex, non-routine problems.
• Ensure quality of results by carefully reviewing all product processing is correctly planned and any deviations are thoroughly vetted for potential risks.
• Regularly review revenue to ensure internal revenue recognition is scheduled correctly and that customer invoicing is accurate and timely.
• Follow and maintain documented departmental procedures to maintain quality and ensure ISO recertification.
• Maintain customer-specific documentation to ensure that all customer needs are met without interruption, including projects, meetings, and onsite visits, when unavailable.
• Provide support and backup as needed to team members to ensure that customer needs are met.
• Flexibility to perform other duties as assigned.