Sr Program Manager


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Mount Pleasant, PA

Job Description

As posted by the hiring company

Job Overview:

Job Summary & Essential Functions:

Serve as main customer contact and liaison between company and assigned customers. Manage key customers and coordinate all customer support activities.   Assist in the training and development of team members.  

  • Provide detailed, accurate and timely information to customers regarding their inquiries relating to expediting, schedules, pricing, availability, order processing and credit processing
  • Proactively alert the customer of any issues (delivery, quality, cost, etc.) and propose solutions where possible.  Track customer complaints/returns and ensure timely and proper corrective action is taken
  • Develop and maintain sales, bookings and backlog information for assigned customers
  • Analyze margins monthly and provide feedback to materials and operations to increase margins; follow-up on variances to ensure timely resolution 
  • Maintain and communicate performance metrics both internally and to assigned customers; monitor and manage performance to agreed upon metrics and develop action plans when required to improve performance
  • Receive and review customer requirements, generate sales orders and distribute requirements to all departments as needed
  • Oversee all incoming and outgoing correspondence, both verbal and written, with the customer—read, respond to, and distribute as necessary
  • Provide day-to-day leadership, coordination, and direction for the management of contracts with customers
  • Lead the effort to capture follow-on business with assigned, existing customers.
  • Participate in bid reviews, proposals, negotiations, facility visits and other activities which result in the capture of new business
  • Enter and maintain customer order information in MRP or Order Entry systems as necessary
  • Coordinate with accounting to review and collect past-due invoices
  • Provide input to Finance for cash flow on key customer accounts
  • Develop a strategy to effectively service each customer using material and build strategies, while preserving the interest of the company


Knowledge, Skills, & Abilities:

  • Skills in inventory management techniques (kanban, bonding, safety stock, etc.)
  • Knowledge of cost and pricing data submission
  • Knowledge of commercial contracting legal requirements  
  • Intermediate level in MS Office applications (Word, Excel, PowerPoint, and Outlook). 
  • Ability to think strategically to conceptualize business requirements in a proactive manner 
  • Ability to work with a high level of accuracy and attention to detail to produce quality results
  • Strong planning and organizational skills including the ability to initiate, prioritize, and allocate resources 
  • Ability to effectively communicate in all forms with others inside and outside the organization
  • Ability to negotiate and manage conflict tactfully and professionally 
  • Strong decision-making skills; utilizing sound judgement and thorough processes 
  • Ability to problem solve issues involving multiple variables and limited standardization
  • Ability to be creative and innovative with approaches to solutions and solving complex problems
  • Ability to multitask efficiently and adapt within a rapidly changing environment
  • Ability to communicate with customers projecting the company image to attract business


Required Experience & Education: 

  • Bachelor's degree in related field
  • Minimum 5 years of progressive relevant job experience 
  • Project management including planning, budgeting, and allocation of resources
  • Previous experience in managing customer relationships