PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:
Job DescriptionPRIDE Industries
Job Description
Job: Customer Program Manager
Job Code: AA236 - PR-Customer Program Mg
HR Title Group: Distribution and Production
Salary Grade: E14
FLSA Status: Exempt
Approval Date: June 2024
SUPERVISES:
There are direct reports with this position.
POSITION SUMMARY:
Under minimal supervision, the Customer Program Manager oversees the development, growth and retention of the customer account relationship using company project controls, available staff, and resources. Employees of this job class manage employees in multiple locations, ensures account/program development through a greater level of customer care and provides budget analysis and guidance to management on servicing. This position requires strong internal and external relationship management skills, knowledge of business administration, project management, budgeting, planning, resource management, and the ability to direct staff to meet organizational goals and objectives.
TYPICAL DUTIES:
1. *Manages, plans, directs implementation of customer management strategies and activities to achieve growth, engagement, and retention; responsibility for strategic customer decisions and customer care; while responding to diverse and frequently changing requirements.2. Supervises employees; ensures a competent, motivated team through hiring, training, development, counseling and reviewing the performance of employees.3. *Organizes, plans, and manages a team of drivers to meet and exceed customer account objectives and service levels.4. *Manages the implementation of department policies and procedures, and partners with internal and external customers in establishing documentation, tools, and processes to promote customer satisfaction5. *Proactively work with customer to forecast upcoming needs, build schedules, and develop an understanding of the customer's organizational needs and business objectives to create effective solutions.6. Works closely with Senior Leadership to collaborate and align on customer messaging and expectations; serves as customer escalation point to resolve customer issues as necessary.7. *Prepare regular progress reports and forecasts to management and customer using account metrics.8. Ensures that organizational policies and procedures are followed.9. *Conducts and participates in a wide variety of meetings with staff, customer, and management to exchange critical information.10. Performs other duties and special projects as assigned.* Denotes Essential Job Function
MINIMUM QUALIFICATIONS:
• Five or more years of experience in Sales, Program/Account Management, or Customer Service, including at least three years in a supervisory or management role;• Computer literacy, including skills to use ERP and CRM databases, presentation, Internet, spreadsheet, and word processing applications;• Supervisory skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately;• Ability to effectively supervise and develop assigned team to meet production/service goals while adhering to safety policies and rules;• Ability to communicate effectively both orally and in writing; to make presentations and respond to inquiries by senior management, customers and/or employees;• Demonstrated leadership, organizational, reasoning, problem solving and analytical and exceptional customer service skills;• Human relation skills to build effective relationships with team, customers and public;• Advanced computer literacy including knowledge of word processing, spreadsheet, database and presentation software;• Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation;• Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations;• Ability to establish priorities and solve a wide range of business, operational and strategic management problems;• Flexibility to respond to changing work priorities and handle numerous projects at the same time.
EDUCATION REQUIREMENTS:
Bachelors Business Administration or related field
A comparable combination of formal education and work experience will be considered.
CERTIFICATES REQUIRED:
The following licenses or certificates may be required depending on local, state and/or contract requirements:
Valid Driver's License
PHYSICAL REQUIREMENTS:
Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance: •Viewing computer screen/monitor•Utilizing keyboard•Answering phone/making calls
WORK ENVIRONMENT:
Work is performed primarily in a normal business office environment with some work performed in industrial workplaces. Occasional travel is required. Employees may be required to work in excess of 8 hours in a day and/or 40 hours per week.
DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors.
At PRIDE, we make a difference in the lives of many, one job at a time.
How to Apply
If you are interested in working for this unique organization that blends business with a social mission, please apply online at www.prideindustries.com. PRIDE Industries is a VEVRAA federal contractor committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, or veteran status. Visit our website to learn more!
PRIDE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
PRIDE will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of all federal, state, and local laws.
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