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Client Program Coordinator

Company Name:
Nelson Global Products
Summary: This position is responsible for managing the customer relationship, delivery flow, ensuring new items are set up in the ERP system, and other customer support needs of major OEM and Aftermarket customers on behalf of Nelson Global Products. As a primary customer liaison, this role must ensure Nelson maintains a high level of customer satisfaction while protecting the interest of Nelson operations and overall business objectives.
This individual will have primary decision-making responsibility associated with daily order management of key customer accounts. Responsibilities include order processing, delivery oversight and coordination, customer and plant negotiations, forecast development, and leadership of a broad range of problem-solving activities. This position will be based at the Stoughton, Wisconsin administrative facility.
COMMUNICATION
Main external customer interface for communication related to order processing, mgmt and product delivery
Lead product transportation and expedites, manage and lead all product delivery issues with customer
Understand product/information flows through the Nelson plants
Lead and facilitate problem resolution between customer and Nelson
Understand and assess the needs of both sides in order to promote cooperation and positive results
Proactively work to protect the customer from operations variances
Coordinate changes to the planned ship schedule with customers that are caused by product availability, material shortages, etc.
Reinforce order rules (MOQ, Lead-time, etc.) established by Nelson operations for current and new products
Track, report and bring attention to customer issues and work cross-functionally to resolve them
Lead meetings with Nelson plants to ensure product coordination and meet targets
Lead or participate in marketing, account team, plant and customer-related meetings
Provide input into business case analysis for new business opportunities
Ensure Nelson responds to customers by the due dates for quotes and prototypes
Run shipment reports or Open order reports as needed
FORECASTING
Attain, analyze, and input customer forecasts
Develop and publish a rolling forecast of customer demand for manufacturing use
Assist in development of a 12 month rolling forecast with marketing and manufacturing
Participate in Nelson S&OP and marketing forecast meetings
ORDER MANAGEMENT
Manage order flows for assigned Nelson OEM and Aftermarket customer accounts
Schedule, monitor, and facilitate new orders and order changes
Negotiate with customers exceptions based on order management guidelines
Oversee and coordinate daily shipments to ensure on-time delivery
Develop expertise on customer requirements, order transmittal methods, and freight routings/payment terms to ensure order flow accuracy
Identify opportunities for cost avoidance and/or reduction and initiate activities or lead projects to address
Ensure Purchase Order to quoted price compliance at time of order entry / acceptance to eliminate price leakage
Reconcile any invoice deductions that finance needs help to resolve
Manage the tracking spreadsheet for the customer's tooling and prototype needs
SYSTEMS / PROCESS CAPABILITY
Support new product introductions and customer requested application changes
Identify and implement business process and system improvements
Facilitate setup of new customers within Order Management system as required
Initiate the set-up of any new customer electronic order flows and coordinate with EDI team
Participate in the establishment and execution of CPC & Pricing functional excellence standards
Miscellaneous work to support the sales staff in their efforts to support customers
FUNCTIONAL/TECHNICAL:
Bachelor or Associate degree
Comparable demonstrated work experience.
Strong verbal and written communication skills; writes clearly and concisely, speaks articulately, assures communications are comprehensive and timely, involving all who need to know.
Strong organizational skills; ability to multi-task and prioritize requirements and activities
Consistently uses mature judgment within a broad range of situations and diverse groups of individuals, including customers' and Nelson senior management and manufacturing teams.
Understands Nelson production and information flows.
Demonstrates or develops basic familiarity with Nelson business processes and work flows in which Customer Service has input or requires output
Understands or develops knowledge of Nelson product lines.
Gains proficiency with MS Office, SOMS, Discoverer, reading drawings, and Oracle GIEA.
QUALITY/IMPROVEMENT:
Detail-oriented and accurate in executing work impacting customer satisfaction and revenue flows.
Champions continuous improvement and initiates/leads structured problem-solving efforts (7-step, 6 sigma) among diverse groups internal and external to Nelson.
Continuously reviews CPC business processes for improvement opportunities.
Results oriented and demonstrates commitment to follow-through.
Focused on meeting customer expectations (both internal and external)
Strong documentation skills
Gains understanding of Total Quality Systems (TQS), participates in documentation of procedures
TEAMWORK:
Works effectively within all levels of an organization, including customers' senior management
Strong interpersonal skills to help foster good cross-functional relationships
Supports cross-training efforts within group and trains others on own accounts to ensure complete account coverage during vacations.
Supports CPC group projects, initiatives, or other team members as needed.
LEADERSHIP:
Drives and achieves resolution of open issues
Has effective time and project management skills
Effectively manages multiple tasks in a deadline-driven, fast-paced environment
Has strong initiative, a proven self-starter
Represents Nelson Global Products professionally and abides by policies and procedures relative to ethics and treatment of others.
Maintains composure and diplomacy regardless of the situation.
Continually reviews CPC business procedures and recommends changes to ensure accurate and complete adherence to plant order rules.

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