We are establishing a dedicated Customer Program Management function within our Commercial organization and are seeking our first Customer Program Manager to help build and scale this critical capability. Reporting to the Senior Manager, Global Customer Program Management, this role serves as the operational control point between customer purchase orders and company acceptance.
The Customer Program Manager is responsible for ensuring every customer order is accurately received, reviewed, validated, screened for compliance, price-verified, and routed for approval before becoming a business commitment. Once an order is accepted, the Customer Program Manager serves as the primary day-to-day operational contact for customers regarding order status, changes, delays, returns, and program execution.
This role is uniquely positioned at the intersection of customer satisfaction, operational excellence, and regulatory compliance. Success requires exceptional attention to detail, strong process discipline, and the ability to manage complex order and compliance requirements in a highly regulated hardware manufacturing environment.
Order Management & Customer Program Support
- Manage the centralized customer order intake process and serve as the primary owner of the order management workflow.
- Receive, log, validate, and enter customer purchase orders into company systems, ensuring completeness, accuracy, and adherence to established procedures.
- Review orders for duplicates, discrepancies, and missing information prior to processing.
- Issue order acknowledgments following required internal approvals.
- Process order modifications, cancellations, expedites, and other customer-requested changes while ensuring compliance with established controls.
- Serve as the primary customer contact for order status updates, delivery schedules, backlog management, and issue resolution.
Purchase Order Review & Contract Compliance
- Review customer purchase orders and associated terms and conditions for alignment with approved commercial and legal requirements.
- Identify deviations from approved contractual terms and coordinate review and resolution with Legal Counsel and relevant stakeholders.
- Ensure no non-standard terms or exceptions are accepted without proper authorization.
- Maintain complete documentation and audit trails supporting purchase order reviews, approvals, and exceptions.
- Verify customer pricing against approved system pricing and escalate discrepancies for resolution.
Trade Compliance & Regulatory Support
- Perform customer, ship-to, consignee, and end-user screening against applicable restricted party and sanctions lists.
- Document screening results and resolve routine false-positive matches in accordance with established procedures.
- Escalate potential compliance concerns to Legal Counsel or designated compliance personnel for review.
- Collect, maintain, and manage End-Use Certificates and other export compliance documentation required for international transactions.
- Monitor compliance-related order holds and proactively drive timely resolution with internal stakeholders.
- Ensure all customer order activities comply with applicable export control and trade compliance regulations.
Customer Communication & Returns Management
- Act as the primary operational liaison between customers and internal teams including Sales, Operations, Supply Chain, Logistics, Quality, and Finance.
- Communicate order status, schedule changes, delays, and recovery plans in a timely and professional manner.
- Coordinate product return authorizations and return processing activities with internal functional teams.
- Escalate commercial disputes, contract issues, and pricing matters to the appropriate account owner and management team.
- Build and maintain strong customer relationships through proactive communication and effective issue resolution.
Process Ownership & Continuous Improvement
- Own and maintain Customer Program Management procedures, work instructions, and process documentation.
- Ensure processes remain current, effective, and compliant with evolving business and regulatory requirements.
- Compile and maintain customer risk assessments and related reporting.
- Develop scalable processes and documentation that support organizational growth and knowledge transfer.
- Identify opportunities to improve efficiency, data accuracy, customer experience, and compliance performance.
- Generate metrics, reports, and dashboards to support management decision-making and operational reviews.