Program Manager 1

PROGRAM MANAGER I

Department: Customer Service / Program Management

Reports To: Customer Service & Program Management Manager

FLSA Classification: Nonexempt (subject to HR review)

JOB SUMMARY

The Program Manager I is a customer-facing role responsible for developing proficiency in Stylmark’s Customer Service functions while progressively assuming ownership of assigned customer accounts and programs.

The position supports customers through order management, product and technical coordination, issue resolution, and proactive communication while working cross-functionally with Operations, Production Control, Engineering, Quality, Purchasing, Sales, and Shipping.

As knowledge and experience develop, the Program Manager I will assume responsibility for managing assigned customer accounts and programs from order receipt through production and shipment, monitoring milestones, communicating status and potential risks, and coordinating resolution of issues with appropriate internal resources. The role also supports other Program Managers as needed, with opportunities to expand responsibilities and independence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service & Product Knowledge

· Develop working knowledge of Stylmark products, aluminum extrusion, mechanical finishing, anodizing, fabrication capabilities, manufacturing processes, and customer-specific requirements.

· Perform core Customer Service functions, including order entry, order changes, standard quotations, daily customer correspondence, sample and literature requests, and routine issue resolution.

· Provide timely, professional customer communication regarding orders, delivery expectations, product questions, technical inquiries, and open issues.

· Enter and maintain orders accurately within Stylmark’s ERP and applicable order-management systems.

· Assist customers with e-commerce ordering questions, order status, account assistance, website functionality, and product navigation; share relevant website feedback with internal teams.

· Provide product and technical guidance within established capabilities and coordinate further review with appropriate departments.

· Support order adjustments, credits, debits, and fulfillment activities within established policies and approval requirements.

Program & Account Management

· Manage assigned customer accounts and programs, coordinating customer requirements, internal resources, production milestones, and communication to support successful program execution.

· Serve as the primary day-to-day contact for assigned accounts and build effective customer relationships.

· Review customer orders for accurate part numbers, specifications, finishes, quantities, pricing, dates, and customer-specific requirements.

· Coordinate assigned programs from order receipt through manufacturing and shipment.

· Track material availability, production progress, outside processing, quality requirements, approvals, and shipping milestones.

· Maintain accurate program and order records in ERP systems, trackers, and applicable documentation.

· Proactively communicate program status, open actions, delivery expectations, and changes to customers and internal stakeholders.

· Coordinate samples, first articles, approvals, and routine customer documentation as required.

· Participate in customer meetings and document decisions, action items, responsibilities, and follow-up.

· Support other Program Managers on additional customer programs as assigned.

Cross-Functional Coordination & Problem Solving

· Coordinate with Operations, Production Control, Engineering, Purchasing, Quality, Shipping, Sales, and other departments to support customer commitments.

· Identify schedule, material, quality, technical, and fulfillment risks early; gather facts, propose possible solutions, and escalate when appropriate.

· Take ownership of routine customer and program issues while recognizing the limits of assigned decision-making authority.

· Obtain internal alignment before communicating significant changes, solutions, delivery commitments, or other consequential decisions externally.

· Support investigation and resolution of customer complaints through coordinated follow-through.

Process & Professional Growth

· Follow established Customer Service and Program Management processes, procedures, and documentation requirements.

· Identify opportunities to improve communication, order management, program tracking, and execution.

· Build independent judgment and program management proficiency through experience, training, coaching, and cross-functional learning.

· Demonstrate accountability, follow-through, and openness to feedback.

SCOPE OF RESPONSIBILITY

The Program Manager I is responsible for direct ownership of assigned customer accounts and programs. The position independently manages routine customer interactions, order activity, program coordination, and customer communication while collaborating with internal departments to support execution.

The level of independence, decision-making authority, and scope of assigned responsibilities will develop as the employee demonstrates proficiency in customer management, product knowledge, manufacturing processes, and program execution. Complex customer, financial, technical, inventory, or operational decisions requiring additional authority or expertise are escalated to appropriate leadership or internal stakeholders.