Program Manager

**Job Purpose** This position is first-line customer contact and must establish and maintain an excellent working relationship with the client. Responsible for all day-to-day functions in maintaining assigned customer accounts. **Key Responsibilities & Authorities**: - Responsible for the day-to-day customer satisfaction of existing accounts. Interacts with program owners, contacts and recipients with problem solving and issue resolutions. - Proactive management related to developing deep-rooted client relationships with an intimate knowledge and understanding of the client, current program design and functionality. - Communicates with recipients on order status, return management, changes, questions, etc. - Data file involvement - monitors timeliness of data, discuss questions/issues with customer regarding data changes, error reporting, etc. - Performance reporting - gather info and stats for presentation to customers on status of program. Some meetings require travel to customer for presentations; others via phone/webinar. - Management of returns - create returns, monitor timely responsiveness from customer/production on getting items returned or replaced to recipient’s satisfaction. - Monitor daily reports (RGA’s backorders, holds, PO Box, open orders, etc.) and react accordingly to actions required. - Resolves call center escalations. - Proof customer invoices for accuracy (product pricing, shipping charges, handling charges, sorted per customer’s requirements, etc.). - Manage product replacements and substitutions and works with customer on approvals, reorders, etc. Authority to change or release orders to productions/purchasing, - Other administrative duties as assigned pertaining to customer accounts, **Qualifications** Education/Experience: - Associates degree required; 4-year college degree highly desired. - 3+ years of customer service experience required with proven ability to deliver a high degree of customer satisfaction. - Proficient in use of Microsoft, specifically Word, Excel and Outlook. - This position requires 8-12 months training to become proficient in all phases of job. Specific Skills, Knowledge and Abilities Preferred - Requires constant contact with customers, sales reps and other departments furnishing or obtaining information. - Requires excellent verbal and written communication skills. - Proficient typing skills. **Desired Behaviors**: - Outstanding Customer Service Skills. - Works independently, with general supervision. Is expected to determine how to accomplish the work assignments. - Must be team-oriented and be able to work in a fast-paced, structured environment. - Prioritization skills required. - High alertness and constant attention to detail is required. - Works with confidential data. An average degree of discretion is required. - Requires accuracy in performing all functions. - Good listening skills to understand the customer’s needs. - Handles situations in a calm, objective manner. High degree of tact and diplomacy required since dealing directly with callers in potential demanding and difficult situations. - Problem solving, analytical skills and discretionary judgement are necessary in making decisions. **Desired Outcomes**: - High customer satisfaction and retention of accounts. - Prompt resolution to customer issues and requests. **Working Conditions**: - Office - climate controlled. - Potential for overtime required based on workloads. **Physical Requirements**: - Sitting 6+ hours per day. - Standing & walking 0-2 hours per day, - Mental & Visual Alertness required. High concentration/Frequency: Steady & sustained, - Ability to hear through oral communication both in person and on the phone, - Ability to read and analyze/interpret data and requests from customers, sales representatives, Account Set-up and other departments. - Ability to speak to customers, sales representatives and coworkers both in person and via phone in a courteous manner. -