Program Manager

PRIMARY RESPONSIBILITIES:
• Customer Relationship Management:
o Serve as the primary point of contact for key accounts, ensuring strong, ongoing relationships with
customer stakeholders.
o Actively manage customer expectations, addressing inquiries and concerns promptly, and ensuring
high levels of customer satisfaction.
o Establish and maintain a cadence of Quarterly Business Reviews (QBRs) with customers,
collaborating with Sales and Sales Leadership, to assess performance, discuss key metrics, and
identify improvement opportunities.
• Reporting & Communication:
o Oversee all customer reporting and forecasting, ensuring accurate and timely communication with
both internal teams and customers.
o Lead the coordination of internal and external communications regarding customer needs, changes
in demand, and order fulfillment.
o Regularly update customers on order status, inventory availability, and delivery timelines.
• Cross-Functional Collaboration:
o Work closely with Inventory & Category Management and Operations teams to develop and
implement strategies that optimize customer order fulfillment, improve gross margins, and support
top-line revenue growth.
o Develop stocking strategies, monitor inventory levels of high-demand or customer-specific items,
and ensure alignment with seasonal or non-standard purchasing needs.
o Ensure proper inventory management to maintain customer service levels and avoid stockouts.
• Order Fulfillment & Onsite Service:
o Direct all onsite customer IMRs (Inventory Management Representatives) for order delivery and
the replenishment of cribs, vending machines, and work area deliveries at all customer locations.
o Continuously monitor service delivery at each location to ensure that the Wurth MSM commercial
account representatives are meeting customer needs and expectations.
o Track area and account receivable (AR) growth for individual locations, ensuring service levels are
consistently maintained.
• Sourcing & Product Requests:
o Manage a sourcing specialist dedicated to fulfilling customer requests for non-stocked items,
ensuring timely and accurate product sourcing.
o Ensure that special customer requests are fulfilled, leveraging internal resources to secure products
not readily available in inventory.
• Team Leadership & Development:
o Lead, mentor, and develop a team of associates, ensuring alignment with organizational goals and
promoting a high-performance culture.
o Oversee recruitment, performance reviews, employee development, and terminations within the
program.
o Foster a collaborative work environment, encouraging innovation and engagement across the
team.
• Wurth MSM Culture & Financial Compliance:
o Promote and drive the Wurth Company Culture throughout the organization, ensuring alignment
with the company’s mission and values.
o Approve T&E (Travel & Expense) expenditures and ensure compliance with internal financial
policies.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information
skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when
dealing with emotional topics.
• Leadership - Manages difficult or emotional situations; Responds promptly to internal and external needs; Solicits
feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without
interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets
clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Makes timely
decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures
self against standard of excellence.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when
absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;
Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or