Job Description

Manager, Customer Program II - Remote

• Manage and direct program operations and cross functional work teams in actions including forecasting, orderbook/pipeline management, inventory/replenishment strategies to maintain optimal stocking levels and on-time delivery in support of contract terms

• Lead and facilitate customer meetings including but not limited to regularly schedule customer meetings, performance-based meetings (shortage and service level) meetings and broader program/contract reviews
• Lead by example, providing strong supervisory support and guidance to onsite teams through effective service guidelines, clear work instructions, access to policies and processes that represent Incora's vision, values and objectives in all job-related activities
• Manage the full employee lifecycle for assigned operational staff team members, including but not capacity planning based on work volume, limited to recruitment and selection, training and development, performance management, engagement, and associated administrative responsibilities (i.e. time and attendance, onboarding, etc.)
• Act as escalation point for customer related issues, actioning appropriately across various stakeholders to deliver timely solutions; elevating to Customer Operations Leadership as needed
• Communicate or report relevant program information, including critical shortage issues and upcoming rate changes, to Customer Operations Leadership
• Plan, direct and prioritize operational workflows with internal stakeholders to manage a consistent and timely flow of inventory and on-time delivery
• Manage corrective actions (i.e. SCAR) issued to the company aligning to triage procedures, as required
• Support customer returns (RMA) through intake, administration, and approval
• Assist Finance with collections on assigned accounts to ensure adherence to contractual account payment terms, as required
• Continuously promote the Company’s values and maintain positive working relationships with internal and external stakeholders to achieve the best exposure in the market, ensuring all opportunities to provide value-added services to customers are actively pursued and negotiated
• Actively support customer contract negotiations and renewals, as needed
• Attend regularly scheduled customer or company-sponsored meetings and/or training, as required

Ability to travel frequently, as required

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