.company description*job description*:summary: the customer support program will be the primary point of contact within a chromalloy operating unit key and strategic customers and may lead multiple projects in support of this role.
the customer support program manager is responsible to ensure our customers have a uniform customer experience by following chromalloy customer support policies and procedures and all aspects of the relationship are implemented and performing per contractual requirements.
*primary accountabilities*:- own the customer relationship and satisfaction - constant drive to ensure all aspects of the customer relationship is managed.- manage multiple projects and implementation teams and successful and on time completion.- drive to ensure the utilization of customer service best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews.- ensures that any issue is resolved quickly or gets escalated to the appropriate level.
identify process and procedure improvements necessary to increase efficiencies and the customer experience.- demonstrated ability to enhance year over year revenue growth and customer retention.- experience professional who understands chromalloy value proposition and position in the market.- communicate the "voice of the customer" internally and externally through participation in day to day issues.- drive the escape / crisis management process with timely communication when delivery or quality issues impact customers.- responsible to ensure compliance to our customer contractual obligations.- work safely following all health, safety and environmental rules and policies.- demonstrate high ethical standards and integrity as set forth in our code of business conduct and our principles of business conduct, policies and procedures.- with a positive attitude, demonstrate the ability to effectively participate in a team environment that promotes the company's goals and objectives.- ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.- continually look for ways to increase efficiency and productivity, while maintaining the required level of quality.
*challenges*:- establishing trust and credibility with customers, peers and unit leadership.- ability to manage ambiguity and affect change in situations of limited direct responsibility*competencies*:*thought leadership *- intellectually sharp, analytical and critical thinker, capable and agile.
consistently challenges and improves thinking / decision making of team.
*action and result orientation* - high energy, drive and sense of urgency.
consistently delivers top performance.
*personal accountability* - owns actions and results; keeps commitments.
*respects & values diversity* - understands and takes advantage of a global diverse workforce and marketplace