Customer Program Management Specialist

General Overview

Functional Area: OPS - Operations
Career Stream: CPM - Customer Program Management
Role: Specialist
SAP Short Name: SPE
Job Title: Customer Program Management Specialist
Job Code: SPE-OPS-CPM
Job Level: Band 08
Profile-Holding: N
Direct/Indirect Indicator: Indirect

Summary

Incumbents apply in-depth knowledge in a specific area of specialization. Work is performed within established professional standards and practices. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors and a considerable degree of judgement. Erroneous decisions or failure to achieve results may have a negative impact on the divisions/departments operations, schedules, and/or performance goals. Works under minimum supervision. Seeks approval from others on matters outside of job/role scope. Receives instruction on specific assignment objectives and possible solutions. Unusual problems are solved jointly with the manager. Work is reviewed for application of sound technical judgment. May lead a work group or project team consisting of technical and support staff. Builds internal and external relationships, with emphasis on those that facilitate the achievement of job/role accountabilities, such as relationships with key suppliers, customers, and internal service.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Works as a member of the team responsible for day-to-day activities of customer accounts to ensure that product deliveries are on time and that projects/programs are on schedule; develops action plans to correct out-of-plan conditions.
• With guidance from more experienced team members, manages customer account profitability; forecasting, planning, and monitoring efficiency and execution of strategies.
• Strong participation in pricing/bid preparation and the development and management of contract terms.
• Manages and monitors customer satisfaction day-to-day and formally (customer surveys, self-assessments, complaint management, problem resolution, satisfaction management).
• Communicates frequently with customers to help ensure satisfaction with the company and the products.
• Coordinates and hosts regular/as-needed program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.
• Receives and resolves customer issues and complaints. Monitors the impact on inventory of order changes.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
• Works with cost engineering, finance, and SCM staff to coordinate efforts to analyze costs and price variances.
• In-depth knowledge of the manufacturing process, schedules, and scheduling requirements, and SCM.
• In-depth knowledge of the business issues associated with manufacturing PCBs.
• In-depth knowledge of product pricing, contracts, and contract negotiations.
• Thorough understanding of business risks and price makeup (Value add and Materials).
• Excellent customer contact, negotiation, and problem resolution skills.
• Good presentation, database management, and computer skills.
• Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
• Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.
• Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines.

Typical Experience

• Three to six years of relevant experience.

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

Celestica is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on any protected status (including race, religion, national origin, gender, sexual orientation, age, marital status, veteran or disability status or other characteristics protected by law). At Celestica we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. Special arrangements can be made for candidates who need it throughout the hiring process. Please indicate your needs and we will work with you to meet them.

COMPANY OVERVIEW:
Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment, and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform, and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe, and Asia, we imagine, develop, and deliver a better future with our customers.

Celestica would like to thank all applicants; however, only qualified applicants will be contacted.