Penang, Malaysia
Nelson Miller Group (NMG) is a dynamic and rapidly growing leader in custom-engineered human-machine interface (HMI) solutions, including graphic overlays, membrane switches, nameplates, and plastics for a variety of high-tech and industrial applications. With multiple US locations across Wisconsin, California, New Jersey, and Virginia, we are committed to a culture of excellence, quality, and lasting customer relationships.
We are actively seeking a professional and detail-oriented Program Management Executive/ Manager + Customer Success Representative for our Penang, Malaysia location.
As above position, you will be the primary point of contact for our customers, providing professional, proactive support that spans the entire customer journey—from order entry to final delivery. This role requires a blend of exceptional customer service, meticulous organizational skills, and a genuine desire to advocate for the customer. This cover the full PLC of the project.
What You'll Do:
- Program Management:
- Program Management for whole PLC (Product Life Cycle) plan: Award - NPI kick off - FAI approve - Masspro handshake – Massproduction with OIL closure - EOL
- Progress tracking per plan & organize - Gantt Chart drafting and driving goal per due date to cross function PIC.
- Weekly conference chairperson – internal team vs external customer on progress update and OIL (Open Issue List) closure monitoring
- Project budget (If needed) – travelling on site training at customer plant, additional tooling needed (NMG asset) if not able to justify with customer.
- Risk Mitigation & Reporting: Identify risks, resolve bottlenecks, and provide regular status updates to stakeholders/senior management regarding timelines and quality.
- Customer Relationship Management & Advocacy:
- Act as a dedicated liaison between NMG and our customers, building strong, trust-based relationships.
- Proactively anticipate customer needs, provide timely support, and ensure a best-in-class customer experience.
- Serve as the customer's voice internally, advocating for their needs and driving high levels of satisfaction.
- Order Management & Fulfillment:
- Accurately enter and confirm customer orders, verifying specifications and adherence to timelines.
- Provide customers with detailed information on order status, estimated delivery schedules, and product information (including service contracts/warranties).
- Work closely with the Production and Shipping teams to manage customer shipments, expedite urgent orders, and resolve any delivery issues.
- Manage open order reports and maintain accurate records using various Excel spreadsheets and our ERP/MRP system.
- Issue Resolution & Inside Support:
- Effectively handle all customer inquiries, issues, and RMA (Return Material Authorization) requests, conducting thorough investigations to implement appropriate and timely solutions.
- Collaborate with the Business Development team to ensure a swift response to all customer needs, assisting with sales order tracking and processing.
- Potentially participate in customer visits to better understand their needs and promote product/service solutions.
Qualifications & Skills
What You Bring:
- Experience: Minimum of 5 - 10 years of experience in a customer service, inside sales, or related role, ideally within a manufacturing or technical environment.
- Education: Bachelor's degree and above, engineering and project management background is a plus.
- Technical Proficiency:
- Strong proficiency in Microsoft Office Suite (especially Excel, Word, and PowerPoint). MS project is a significant advantage.
- Experience using ERP/MRP systems for order entry and tracking is essential; experience with Epicor is a significant advantage.
- Core Skills:
- Exceptional verbal and written communication skills.
- Strong organizational skills, attention to detail, and focus on accuracy.
- Proven ability to build and maintain robust customer relationships.
- Excellent problem-solving, time management, and analytical abilities.
o Languages:
o English (Compulsory)
o Chinese (Compulsory)
o Malay (Compulsory)
Who You Are:
- A detail-oriented individual who can manage multiple priorities in a fast-paced environment.
- A collaborative team player who can also work effectively independently.
- A motivated professional committed to exceeding customer expectations.
