Customer Program Specialist

Our Incora Story is really taking off – we’d love you to join us for the journey.

We are currently seeking an exceptional Customer Program Specialist.

As the leading supply chain solutions business in the aerospace industry Customers are at the heart of our business.

The Customer Program Specialist is accountable for facilitating and building strong customer relationships (with intermediate to complex customer accounts/contracts) through continuously providing high quality service and support. The Customer Program Specialist will maintain an advanced working knowledge of customer operations and sales policies, internal practices and contract administration work. In this role, the specialist will leverage internal working partnerships to investigate and reconcile customer issues, perform account administration (bin maintenance, managing backorders, RMA's, prioritization and order release, etc.), and ensure overall customer expectations are met.

About Role:

• The Customer Program Specialist is accountable for facilitating and building strong customer relationships (with intermediate to complex customer accounts/contracts) through continuously providing high quality service and support.

• Know, understand, and incorporate the Incora philosophy, value and vision in all business behavior, practice and decisions

• Maintain advanced, up to date working knowledge of Incora customer requirements and distribution methods and timing

• Maintain positive working-relationships with external customers and all inter-working departments and personnel

• Liaise with Procurement and Supply Chain to ensure sustained inventory levels to meet contract order fulfillment

• Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests 

• Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day

• Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions

• Provide LTA contract administration support

• Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis)

• Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements

• Run open order reports daily to ensure open orders ship on schedule

• Process daily release for orders in system and verify against contract to ensure information is correct

• Update bin records accurately and timely support business needs and any contract changes

• Coordinate with various business segments to resolve all backorders to ensure order fulfillment and where required support root cause initiatives to attain a level of 0 backorders 

• Process material returns (RMA's) as requested by the customer 

• Understand and ensure proper quality flow downs are in place for contract review

• Engage directly with customers’ auditors, as needed, to ensure accurate compliance and execution of the customers’ specifications and requirements

• Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating

• Prepare and follow through with customer expedite request

• Train/mentor others within sales department (as assigned) 

• Perform ad hoc projects and tasks (as assigned)

• Attend department or company sponsored training or meetings, as required

Most importantly you will be passionate about our Incora Values and exceeding customer expectations.

• Courage Take ownership for issues and problems.

• Collaboration Share knowledge and experience with others

• Commitment – Focus on ensuring internal and external customer expectations are met in a timely way.

• Community– We value our world and everyone who shares it.

What Incora can offer you:
An exciting package that includes great salary and benefits you would expect from a growing ambitious company, a chance to work in a first-class brand-new environment but most importantly we will offer you the chance to become part of our Incora story.

• We want you to share in the success of Incora, so every employee is eligible for one of our incentive's programs.

• Incora offers 8 Paid Holidays with 2 additional Floating Holidays for all Full-Time employees.

• Full-Time Exempt employees are part of Incora’s FlexTime policy, as well as 80 hours of Exempt Sick time.

• We believe every little helps by offering a generous discount portal only available to Incora employees vis Perkspot.

• Employer paid Group Life Insurance at 1x salary, STD, and LTD.

• Incora offers three (four for California) different health plans with competitive premiums for all full-time permanent employees.

• Incora offers a 401K plan with company match.

• Very importantly we want to be with you to help your career take off and become part of the Incora Story.

About You: 

• Know, understand, and incorporate the Incora philosophy, value and vision in all business behavior, practice and decisions.

• Maintain advanced, up to date working knowledge of Incora customer requirements and distribution methods and timing.

• Maintain positive working-relationships with external customers and all inter-working departments and personnel.

• Liaise with Procurement and Supply Chain to ensure sustained inventory levels to meet contract order fulfilment.

• Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests. 

• Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day.

• Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions.

• Provide LTA contract administration support.

• Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (daily).

• Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements.

• Run open order reports daily to ensure open orders ship on schedule

• Process daily release for orders in system and verify against contract to ensure information is correct.

• Update bin records accurately and timely support business needs and any contract changes.

• Coordinate with various business segments to resolve all backorders to ensure order fulfilment and where required support root cause initiatives to attain a level of 0 backorders. 

• Process material returns (RMA's) as requested by the customer.

• Understand and ensure proper quality flow downs are in place for contract review.

• Engage directly with customers’ auditors, as needed, to ensure accurate compliance and execution of the customers’ specifications and requirements.

• Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating.

• Prepare and follow through with customer expedite request.

• Train/mentor others within sales department (as assigned).

• Attend department or company sponsored training or meetings, as required.

• Other duties as assigned. 

Education: 

• High School Diploma or GED is required

• Bachelor’s degree in business accounting/finance, Marketing, Supply Chain preferred; and/or a combination of educational background with relevant work experience

Qualifications and Experience:

• 3-5 years of combined Sales and Customer Service experience required (within the aerospace industry, is preferred)

• Demonstrated advanced working knowledge of Incora customers and products is highly preferred

• Demonstrated ability to accurately and efficiently perform root cause analysis and conduct research to resolve intermediate to complex customer issues 

• Proven ability to work well and provide quality service to internal customers, as needed

• Proven ability to work well within a team environment to produce positive results

• Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service

• Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously

• Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers

• Ability to be detailed oriented and perform in-depth account research, if required

• Maintain clear and accurate data entry, documentation and reporting skills, as required

• Maintain intermediate competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required

So, if you feel you have all of this, and want to be part of developing the Incora Story apply now we can’t wait to hear from you

We are an Equal Employment Opportunity (EEO) employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law