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TRG · 3 months ago

Customer Program Manager

Westlake, Ohio, United States

Full-time

Onsite

Mid Level

3+ years exp

TRG is a company seeking a Customer Program Manager who will serve as the primary contact for assigned customers. The role involves advocating for customers, understanding their needs, and coordinating with various internal departments to ensure customer satisfaction and efficient operations.

Information TechnologyMobile DevicesPaymentsPoint of SaleProfessional ServicesWireless

Responsibilities

Act as a liaison between TRG departments (i.e., Sales, Procurement, Finance, Shipping/Receiving, Deployment, Project Management and Depot teams) and assigned customers

Work alongside sales reps to support data collection and analysis related to QBRs for customers

Able to work with minimal direction to resolve issues affecting customers

Attend, schedule, or host weekly status calls with assigned customers as needed (typically high profile, high volume customers)

Creates, reviews, and ensures accuracy of reports to support informed decision-making

Manages escalations within TRG, with OEMs and customers to resolve urgent customer needs

Generate necessary paperwork to initiate movement of materials through the process

Access customer portals, both internal and external, as needed to provide/obtain data and produce requested reports and resolve issues

Follow up on shipments/orders/repair orders as requested by customer(s)

Work with account team and necessary departments to resolve discrepancies related to incoming product and ROs

Interact daily with customers and others to resolve discrepancies in systems, resolve customer issues and issues related to incoming and outgoing product (unexpected product, consignment products, repair orders, deinstall products)

Assist with resolving issues related to customer owned consumable products and spares pools that are stored at TRG

Engages with appropriate TRG/customer personnel to respond to customer inquiries relating to tickets, repair invoices, support contracts, etc

Follows up with customers and Sales teams once inquiries have been answered or problems resolved to ensure a quality customer experience

Access to any custom developed management tools to respond to queries

Assist in the development and maintenance of any required customer specific documentation for processing customer products and TRG services

Maintain documentation of requests as to track and report upon status and action taken

Collaborate with account team for direction on how to handle each specific account

Review customer specific reports to ensure data is up to date and take appropriate actions to resolve any issues

May be involved in the planning, organization, and implementation of special events, specific projects, or program changes

Qualification

Customer service experienceAnalytical thinkingTRG Systems knowledgeSalesforceNetSuiteCommunication skillsProblem solving skillsAttention to detail

Required

Bachelor's Degree required

Demonstrates strong analytical thinking to identify insights, trends, and opportunities

3-5 years of experience in a professional environment, preferably with customer service/success

Strong Written/Verbal/Listening and Comprehension communication skills

Strong problem solving skills

Passion for delivering an excellent customer service experience

Ability to assess and determine priorities, and, when necessary, ask for support from appropriate team members to determine appropriate priority

Strong knowledge of TRG Systems and Processes (i.e. Salesforce, ServiceHub, NetSuite

Ability to take and pass a background check

Must maintain regular and reliable attendance to the satisfaction of management

Must be able to operate a computer and other position related technologies

Must be able to work flexible hours as needed

Must be able to clearly and confidentially communicate with TruWest employees and other stakeholders

Must adhere to all TruWest Values at all times

Must be able to remain in a stationary position 75% of the time

Must be able to access work locations

Must be able to stoop, stand, walk, bend, and stay upright to perform work

Must be able to visually read written and digital information

Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures

Must be able to receive detailed information through oral communication