Customer Program Specialist

Customer Program Specialist 

Reports To: Customer Service Manager

Location: Grand Island, NE (on-site)

About the Role 

Standard Iron is seeking a Customer Program Specialist to serve as the primary point of contact for our customers – owning everything from order entry and delivery schedules to pricing inquiries and issue resolution. 

You will work shoulder-to-shoulder with manufacturing, planning, engineering, procurement, and sales to make sure customer commitments are met, and you'll be on the shop floor regularly to see the work firsthand. If you like solving real problems in a fast-moving manufacturing environment and being the person customers trust to get answers, this role is built for you. 

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What You'll Do 

Customer Relationship Management 

• Respond to customer inquiries on work-in-progress, orders, pricing, and delivery 

• Build and maintain strong, professional customer relationships 

• Act as the customer's advocate inside the organization 

Order Management 

• Manage customer purchase orders 

• Verify quantities and delivery requirements are on track to ship as needed 

• Communicate any delays or issues to customers prior to ship date 

Production and Supply Chain Coordination 

• Communicate order and schedule changes to planning and production teams 

• Follow up on shortages, back orders, and material availability with purchasing team 

• Coordinate expedited orders when needed 

Problem Resolution 

• Investigate customer complaints and shipment discrepancies 

• Coordinate corrective actions with internal stakeholders 

• Document and communicate resolutions clearly and promptly 

Administrative 

• Maintain accurate customer records in Syteline (ERP) 

• Prepare reports and customer correspondence 

• Ensure compliance with company procedures 

What You Bring 

Required 

• 5+ years of customer program experience in a manufacturing environment 

• High School Diploma or GED 

• Ability and willingness to work on the shop floor 

• Strong Excel skills and working proficiency across Microsoft Office 

• Strong verbal and written communication skills 

• Proven ability to de-escalate and resolve customer issues under deadline pressure 

Preferred 

• Experience with Syteline or a comparable ERP

• Associate or Bachelor's degree in Business, Supply Chain, or a related field 

• Working knowledge of manufacturing processes, supply chain and logistics concepts, and OEM products and applications 

You'll Thrive Here If You Can 

• Manage multiple competing priorities without dropping any of them 

• Analyze and resolve customer issues effectively rather than just routing them 

• Interpret customer requirements and technical specifications 

• Build positive working relationships across every department in the building 

• Maintain confidentiality of customer and company information 

• Perform well under deadline pressure and adapt as customer demands shift 

Physical Requirements and Work Environment 

This position is based in a heavy equipment manufacturing facility and requires regular movement throughout an active production floor. With or without reasonable accommodation, the employee must be able to: 

Mobility and Positioning 

• Move independently throughout a large manufacturing plant and shop floor, including navigating around equipment, work cells, staged material, and uneven or obstructed surfaces 

• Remain in a standing or walking position for extended periods while on the production floor 

• Remain in a stationary position at a desk and operate a computer, keyboard, and telephone for extended periods 

• Ascend and descend stairs; occasionally bend, stoop, reach, or crouch to inspect parts, materials, or work in progress 

Sensory and Communication 

• Communicate clearly and exchange accurate information in person, by phone, and in writing, including in a high-noise production environment 

• Visually inspect parts, materials, documentation, and computer screens, including distinguishing detail on drawings and specifications 

Lifting and Handling 

• Occasionally move or lift objects weighing up to 20 pounds 

• Regularly operate a computer and other standard office equipment 

Work Environment 

• Work is performed in both a climate-controlled office setting and an active manufacturing environment 

• The production floor may involve exposure to moderate-to-loud noise, vibration, dust, welding fumes, temperature variation, and moving mechanical equipment 

• Personal protective equipment (PPE) – including but not limited to safety glasses, hearing protection, and safety-toe footwear – is required when on the shop floor, and adherence to all plant safety protocols is mandatory 

Tools You'll Use 

• ERP: Infor Syteline 

• CRM: HubSpot 

• Microsoft Office Suite (strong Excel skills required) 

• Customer portals