General Overview

Functional Area: OPS - Operations
Career Stream: CPM - Customer Program Management
Role: Specialist
SAP Short Name: SPE
Job Title: Customer Program Management Specialist
Job Code: SPE-OPS-CPM
Job Level: Band 08
Profile-Holding: N
Direct/Indirect Indicator: Indirect

Summary

Incumbents apply in-depth knowledge in a specific area of specialization. Work is performed within established professional standards and practices. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors and a considerable degree of judgement. Erroneous decisions or failure to achieve results may have a negative impact on the divisions/departments operations, schedules, and/or performance goals. Works under minimum Supervision. Seeks approval from others on matters outside of job/role scope. Receives instruction on specific assignment objectives and possible solutions. Unusual problems are solved jointly with manager. Work is reviewed for application of sound technical judgment. May lead a work group or project team consisting of technical and support staff. Builds internal and external relationships, with emphasis on those that facilitate the achievement of job/role accountabilities, such as relationships with key suppliers, customers and internal service.

Detailed Description

Performs tasks such as, but not limited to, the following:

Works as a member of team responsible for day-to-day activities of customer accounts to ensure that product deliveries are on time and that projects/programs are on schedule/develop action plans to correct out of plan conditions.
With guidance from more experienced team members manages customer account profitability forecasting, planning and monitoring efficiency and execution of strategies.
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.

Knowledge/Skills/Competencies

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.

Physical Demands

Duties of this position are performed in a normal office environment.
Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

Three to six years of relevant experience

Typical Education

Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

Celestica, Inc. (NYSE: CLS TSX: CLS) is a technology leader dedicated to driving customer success and market advancements. With deep expertise in design, engineering, manufacturing, supply chain, and platform solutions, Celestica enables critical data center infrastructure for AI, cloud, and hybrid cloud and advances technologies in high-growth markets. With a talented team and a strategic global network, Celestica helps its customers achieve competitive advantages.

Today, Celestica delivers innovative supply chain solutions globally to customers in strategic two operating and reporting segments: Advanced Technology Solutions (ATS) and Connectivity and Cloud Solutions (CC):

ATS: This segment serves customers in complex, regulated and high-reliability markets such as Industrial & Smart Energy, Aerospace & Defense, Semiconductor Capital Equipment, and HealthTech. It is engineering led, with deep expertise in design, manufacturing and lifecycle solutions.

CCS: This segment focuses on high-performance technology solutions and services for the data center, serving hyperscalers, digital native customers and enterprises. Celestica's Platform Solutions offering provides innovative and customizable computing, storage and networking solutions enabling AI-driven growth.

Built on a legacy of trust and performance, Celestica has earned its reputation by delivering results in complex and fast-changing markets. Celestica exceeds customer expectations by identifying trends and staying ahead of the curve. Backed by comprehensive capabilities and a global network across North America, Europe and Asia, Celestica helps customers gain competitive advantage with the quality, flexibility and resiliency they need to respond quickly to shifts in demand. Guided by a bold vision to accelerate market advancements, Celestica delivers innovative solutions and technologies that turn complexity into opportunity. Anchored in teamwork and commitment, Celestica strives to be the most trusted partner to its customers and colleagues worldwide.