What are the responsibilities and job description for the Customer Program Manager position at Mid-States Bolt & Screw?
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
- Risk Assessment & Decision Making
- 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.