Customer Program Manager

Mid-States Bolt & Screw, a trusted industrial distributor, is seeking a Customer Program Manager to support our growing business. This position is based at our corporate headquarters in Burton, Michigan and offers a hybrid work environment, combining in-office collaboration with the flexibility to work remotely. Position Summary The Customer Program Manager is the operational owner for one or more of MSBS's strategic customer accounts — the central point of contact coordinating inventory, demand planning, order fulfillment, new product introductions, and quality across Sales, Purchasing, Warehouse, and Logistics. This role blends customer relationship management with hands-on supply chain execution to keep service levels high and programs running smoothly. Key Responsibilities Serve as the primary operational contact for assigned strategic accounts, leading recurring business reviews and communicating updates internally. Lead customer onboarding, product launches, and business transitions; coordinate engineering changes and customer notifications. Monitor customer demand, forecasts, and inventory trends; partner with Purchasing to resolve shortages and mitigate supply disruptions. Own order fulfillment performance — backorders, expedites, on-time delivery, and shipping accuracy — in partnership with Warehouse Operations. Coordinate resolution of customer quality concerns and support root cause and corrective action initiatives. Develop and report customer performance metrics (fill rate, on-time delivery, inventory accuracy, forecast accuracy) and drive improvement actions. Identify supply chain risks early and coordinate contingency and recovery plans across departments. Qualifications Bachelor’s degree in Supply Chain, Business, Operations, Engineering, or Logistics, or equivalent experience. 5+ years in Supply Chain, Operations, Customer Service, Program Management, or Industrial Distribution. Experience managing strategic accounts and cross-functional projects; VMI/Kanban or customer replenishment program experience a plus. Proficient in Excel and Power BI (preferred); ERP experience with Epicor Prophet 21 (P21) preferred. Bilingual English/Spanish, automotive industry background, or APICS/ASCM or PMP certification a plus. Core Competencies Customer Focus & Relationship Management Cross-functional Leadership Supply Chain & Inventory Management Analytical Thinking & Problem Solving Communication & Negotiation Our Benefits Include 401(k) with Traditional and Roth options Medical, Dental, Vision, and Life Insurance Short- and Long-Term Disability Paid Time Off and Paid Holidays Why Join Mid-States Bolt & Screw? At Mid-States Bolt & Screw, you'll have the opportunity to shape enterprise pricing strategy while partnering directly with executive leadership to influence business performance. This is a highly visible role where your analytical expertise and commercial insight will make a measurable impact on our continued growth and profitability. #J-18808-Ljbffr