Customer Program Coordinator

Department: Customer Service

Employment Type: Full Time

Location: Swagelok Northern California

Reporting To: Customer Service Manager

Compensation: $33.65 - $40.86 / hour

Description

Utilizing the company’s policies, processes, and business system(s), the Customer Program Coordinator leads the company’s efforts to deliver an exceptional customer experience to Swagelok Northern California’s (SNC) key customer accounts. This is primarily achieved through managing daily activities and operations and cross-functional coordination to support internal and external customers.

Key Responsibilities

• On a weekly basis, analyze customer signals to anticipate customer needs and align all necessary resources to respond in a timely fashion to prevent future escalations.
• Manage Weekly Open Order Reports for key customer accounts and meet with customers to review.
• Interpret, understand, and respond appropriately to customer escalations & expedite requests at the direction of the manager
• Analyze customer-provided forecasts and collaborate with functional leaders to evaluate purchasing and production build plans, ensuring alignment with organizational goals and customer requirements.
• Understand key customer account priorities and cascade them to the organization, serving as a cross-functional liaison between internal and external customers.
• Facilitate On Time Delivery (OTD) to key customer accounts by monitoring date metrics and providing direction to other departments; work with customers to ensure accurate reporting of OTD performance.
• Utilize customer provided forecasts as a planning tool to provide input to SNC Supply Chain Management and Production Control to optimize purchasing and order fulfillment.
• Create and manage Sales Quotes and Orders into the business system as needed.
• Perform other related duties as assigned by management.
• Attend customer meetings to review current orders. Compare and align customer system information (MRP extract, customer portal, etc.) to Swagelok system information (SAP B1).
• Utilize customer-provided inputs (e.g., dashboards/portals) to respond to Pull-In and Expedite requests to minimize the number of Escalations.
• Use customer-provided forecasts to identify and solve preventable escalations in advance.
• Coordinate response to escalations – Internal and External. Share appropriate updates with customers and associates.
• Contribute to Process Improvement through cross-functional collaboration, controlled document review, validation, and training.
• Respond to customer phone calls and email requests using Zendesk to manage workflow and service level agreements. These customer inquiries may include quotes, orders, and technical information requests.
• Monitor open sales orders in SAP B1 to ensure on-time delivery.
• Process open order reports per key customer account(s) requirements, to verify date alignment.
• Use technical resources like Connections, eDTR, and the Product Wizard to answer basic technical questions.
• Use supply chain resources such as the Inventory Visibility Tool and the Product Wizard to identify alternative parts and minimize lead times for key customers.
• Use, modify, or develop custom Excel tools and templates to streamline regular reports and workflows.

Education, Experience, Skills, and Competencies

Education and Work Experience:

• A 4-year bachelor’s degree is preferred, or an equivalent combination of education and experience.
• Preferred: Two years’ experience at a Swagelok Sales & Service Center in a customer-facing or cross-functional role.
• Required: A minimum of four years’ experience in customer-facing or cross-functional roles.

Experience & Certifications:

• Required: Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Required: Intermediate to Advanced Excel knowledge, including:
  • Basic arithmetic functions (SUM, AVERAGE, COUNT, etc.)
  • Data analysis and cleansing tools such as VLOOKUP, XLOOKUP, CONCAT, with the use of logical expression or similar functions. 
  • Interpret data and use appropriate method(s) for executive summaries (e.g., chart, pivot tables)
• Preferred: Proficiency in SAP Business One (B1)
• Preferred: Basic knowledge of customer portals for order management

Skills & Competencies:

• Demonstrate exceptional teamwork and relationship building.
• Strong sense of urgency to resolve customer requests.
• Understand basic manufacturing.
• Ability to work effectively with other departments within the company.
• Strong organizational, p