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Customer Program Management Specialist (RMA)
Job summary
A leading technology firm in Malaysia is seeking a Customer Program Management Specialist to manage customer account profitability and ensure satisfaction. The role requires 5-6 years of experience and a Bachelor's Degree in relevant fields. Strong negotiation and problem resolution skills are needed to handle customer issues effectively. The ideal candidate will also have knowledge of RMA processes and business issues in manufacturing. This position offers an opportunity to work in a fast-paced environment with a diverse team.
Qualifications
- 5-6 years of experience in related fields.
- Knowledge of RMA processes is an added value.
- Understanding of business risks associated with manufacturing.
Responsibilities
- Manage customer account profitability and execute strategies.
- Resolve customer issues and monitor inventory impacts.
- Communicate with customers to ensure satisfaction.
Skills
Education
With guidance from more experienced team members manages customer account profitability, forecasting, planning and monitoring efficiency and execution of strategies.
Manages order & demand managements
ECO management and coordinates ECO implementation, 4M, readiness, new build, exposure/liability, rework and also NRE
Strong participation in pricing/bid preparation and the development and management of contract terms.
Manages and monitors customer satisfaction day to day and formally (customer surveys, self‑assessments, complaint management, problem resolution, satisfaction management).
Communicates frequently with customers to help ensure satisfaction with the company and the products.
Co‑ordinates and hosts regular/as needed program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.
Receives and resolves customer issues and complaints. Monitors the impact on inventory of order changes.
Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
Works with cost engineering, finance and SCM staff to coordinate efforts to analyze costs and price variances.
Job Requirements:
Minimum at least 5-6 years working experience in related fields
Minimum education is Bachelor Degree in relevant fields
Candidate with Return Merchandise Authorization (RMA) foundation and exposure will be an added value.
In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
In-depth knowledge of the business issues associated with manufacturing PCBs.
In-depth knowledge of product pricing, contracts and contract negotiations.
Thorough understanding of business risks and price make up (Value add and Materials)
Excellent customer contact, negotiation and problem resolution skills.
Good presentation, database management and computer skills.
Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.
Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.