Overview 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 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, RMAs, prioritization and order release), and ensure overall customer expectations are met. Responsibilities Facilitate and build strong customer relationships with intermediate to complex accounts/contracts through 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 internal 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 aim of building and maintaining relationships through fast and accurate processing of requests. Respond promptly and professionally to customer inquiries regarding order information/status, product availability, and/or plan of action as approved by management to support on-time delivery. Investigate and resolve intermediate to complex customer issues in alignment with company policies and work instructions. Provide LTA contract administration support. Process, monitor, and release incoming orders; manage internal communication for pending orders to ensure on-time delivery. Prioritize orders based on urgency, specifications, and shipping/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 for accuracy. Update bin records to support business needs and contract changes. Coordinate with business segments to resolve backorders and support root cause initiatives to attain zero backorders where required. Process material returns (RMAs) 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 compliance with customer specifications and requirements. Access customer portal to update shipping and delivery status and work with customers to ensure high delivery and quality ratings. Prepare and follow through with customer expedite requests. Train/mentor others within the 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. Values Courage – Take ownership for issues and problems. Collaboration – Share knowledge and experience with others. Commitment – Focus on meeting internal and external customer expectations in a timely way. Community – We value our world and everyone who shares it. What Incora Can Offer You An exciting package that includes a competitive salary and benefits, the chance to work in a first-class brand-new environment, and the opportunity to become part of the Incora story. Eligibility for an incentive program for every employee. 8 paid holidays with 2 additional floating holidays for full-time employees. FlexTime policy for eligible employees and 80 hours of exempt sick time. Family-friendly policies such as 2 weeks paid parental leave. PerkSpot discount portal for Incora employees. Employer-paid Group Life Insurance at 1x salary, STD, and LTD. Multiple health plan options with competitive premiums. 401K plan with company match. 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 internal departments and personnel. Liaise with Procurement and Supply Chain to ensure sustainable inventory levels to meet contract order fulfilment. Provide excellent customer service with the aim of building and maintaining customer relationships through fast and accurate processing of requests. Respond promptly and professionally to customer inquiries regarding order information/status, product availability, and/or plan of action as approved by management to support customer requirements and on-time delivery. Investigate and resolve intermediate to complex customer issues in alignment with company policies and work instructions. Provide LTA contract administration support. Process, monitor, and release incoming orders; manage internal communication for pending orders to ensure on-time delivery (daily). Prioritize orders based on urgency, 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 for accuracy. Update bin records and support contract changes. Coordinate with business segments to resolve backorders and support root cause initiatives to attain zero backorders. Process material returns (RMAs) 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 compliance with specifications and requirements. Access customer portal to update shipping and delivery status and work with customer to ensure high delivery and quality ratings. Prepare and follow through with customer expedite requests. 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 required Bachelor’s degree in business/accounting/finance, Marketing, or Supply Chain preferred; or equivalent relevant work experience Qualifications And Experience 3-5 years of combined Sales and Customer Service experience (aerospace preferred). Advanced working knowledge of Incora customers and products preferred. Proven ability to perform root cause analysis and resolve complex customer issues. Strong verbal, written communication and presentation skills with emphasis on Quality and Customer Service. Excellent organizational and time-management skills with ability to manage multiple tasks. Ability to work well in a team and deliver quality service to internal and external customers. Detail-oriented with experience in data entry, documentation and reporting. Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint). EEO notice: 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. #J-18808-Ljbffr