Customer Service Project Manager

Customer Service Project Manager

Tier-1 OEM Qualified Supplier | Manufacturing Operations

/ CS PM

Department

Customer Service / Account Mgmt

Reports To

CS Director / Sr. PM

Location

India (on-site)

Job Level

P4 P6 (commensurate with exp.)

Position Summary

As a Customer Service Project Manager at an key-customer-qualified supplier, you serve as the primary interface between our manufacturing facility and the Customer's Supply Chain and NPI (New Product Introduction) teams. You are responsible for driving end-to-end order fulfillment, managing demand signals, coordinating cross-functional teams, and ensuring customer satisfaction metrics align with the Customer's stringent supplier scorecard requirements. You operate with a high degree of rigor, transparency, and responsiveness in a fast-paced, data-driven environment.

Key Responsibilities

1. Key Customer Account Management

• Serve as the day-to-day point of contact (POC) for the Customer's Supply Chain Management (SCM), Procurement, and Operations teams.
• Manage the Customer's demand forecasts (14-week rolling, MPS), translate into actionable production plans, and communicate capacity constraints proactively.
• Coordinate with internal teams (planning, production, quality, logistics) to ensure on-time delivery (OTD) in line with the Customer's committed ship dates.
• Prepare and present weekly/monthly business reviews (WBR/MBR) to the Customer's counterparts, covering OTD, quality metrics, and issue escalations.

2. Order Management & Fulfillment

• Own purchase order (PO) lifecycle management: receipt, acknowledgment, change order processing, and close-out.
• Monitor and maintain Finished Goods (FG) inventory levels at the Customer-designated hubs (VMI/consignment) to meet the Customer's fill-rate targets.
• Work cross-functionally to resolve supply shortages, line-down risks, and expedite requests within the Customer's procurement and ERP systems.
• Drive improvement in OTIF (On-Time-In-Full) and PO Fulfillment Rate KPIs tracked in the Customer's supplier scorecard.

3. NPI & Product Launch Support

• Coordinate customer service activities during NPI ramp, including prototype (EVT/DVT/PVT) order management and sample logistics.
• Support the Customer's PPAP (Production Part Approval Process) and Initial Sample Inspection Report (ISIR) submissions from a logistics and timeline perspective.
• Manage Engineering Change Orders (ECOs) and communicate part transitions, last-time-buys (LTBs), and EOL (End-of-Life) plans to the Customer.

4. Issue Resolution & Escalation Management

• Lead cross-functional response to the Customer-raised quality escapes, delivery shortfalls, or compliance issues within the Customer's 8D / SCAR (Supplier Corrective Action Request) framework.
• Track and close open action items in the Customer's Supplier Management Portal / Radius systems.
• Escalate supply risks with structured communication (STAR format: Situation, Timeline, Action, Resolution) to internal leadership and the Customer counterparts.

5. Data Analysis & Reporting

• Maintain accurate data hygiene in the Customer's iSCM, SAP, and internal ERP systems.
• Generate weekly delivery performance reports, inventory aging analysis, and demand variance summaries.
• Drive continuous improvement in key CS metrics: OTIF, Forecast Accuracy, Response Time SLA, Customer Satisfaction Score (CSAT).

Qualifications & Requirements

Education

• Bachelor's degree or above in Supply Chain Management, Industrial Engineering, Business Administration, or related field.
• MBA or relevant postgraduate qualification is a plus.

Experience

• 5+ years of experience in customer service, supply chain, or program management roles within a manufacturing environment.
• Minimum 2 years of direct experience supporting Tier-1 technology OEM accounts (preferred).
• Demonstrated experience managing complex, high-volume consumer electronics supply chains.

Technical Skills

• Proficiency in the Customer's supply chain systems: iSCM, iSRM, Radius, or equivalent supplier portals (or ability to ramp up rapidly).
• Strong command of SAP (SD/MM modules), Excel (pivot tables, VLOOKUP, data modeling), and BI tools (Tableau, Power BI, or equivalent).
• Understanding of demand planning concepts: MPS, MRP, VMI, safety stock calculations.
• Familiarity with the Customer's Responsible Sourcing Standards and supplier code of conduct compliance requirements.

Soft Skills & Competencies

• Exceptional English communication skills (written and verbal) essential for direct interaction with the Customer's cross-regional teams.
• High attention to detail, ability to manage multiple priorities under time pressure, and comfort with ambiguity.
• Strong stakeholder management skills; able to influence without authority across internal functions and customer teams.
• Data-driven decision-making mindset; ability to translate data into actionable insights.
• Collaborative, humble, and accountable consistent with the Customer's supplier engagement culture.

Key Customer Context & Expectations

As an key-customer-qualified supplier, our operations are subject to the Customer's Supplier Code of Conduct, annual Supplier Responsibility audits, and rigorous performance benchmarking. The CS PM is expected to:

• Maintain zero-tolerance for data discrepancies in the Customer's systems – accuracy and timeliness of data updates are non-negotiable.
• Understand and support the Customer's Business Conduct Policy requirements in all customer interactions.
• Participate actively in the Customer's Supplier Performance Review (SPR) process and drive continuous improvement to maintain or improve scorecard ranking.
• Maintain confidentiality of all the Customer product, roadmap, and supply chain information in strict compliance with the Customer's Non-Disclosure Agreement (NDA).

Preferred Additional Qualifications

• APICS CPIM or CSCP certification.
• PMP (Project Management Professional) certification.
• Experience with the Customer's NPI process (EVT/DVT/PVT/MP ramps).
• Mandarin Chinese proficiency is a plus for coordination with Yuto China headquarters.
• Prior experience at other key-customer-qualified suppliers (Foxconn, Pegatron, Jabil, BYD, etc.) is highly advantageous.

We are an equal opportunity employer committed to building a diverse and inclusive workforce aligned with our key customer's supplier diversity expectations.

Contact Person - Megha Gupta

Phone Number - [phone removed]

Email Id - [email removed]