Customer Project Manager

Position Mission:

Support all aspects of a specific IBS Customer relationship by ensuring proper execution per the IBS customer contract. Works as the liaison between NAPA (HQ, Division, District and Store) and the IBS Customer in contract compliance, customer service, inventory management, loss prevention, reporting, consistent operating among multiple sites and overall ensures that NAPA/Customer initiatives and expectations are carried out.

Position Performance Measures:

• Customer Satisfaction
• Contract execution
• Meeting or exceeding contract SLA
• Contract Sales
• Contract Profit
• Inventory Management/Inventory Control

Responsibilities:

Customer Responsibilities -

• Customer Relations - Develops good customer relations and maintains a high level of service to the customer. Responds to customer requests and questions in a timely manner. Works closely and communicates with company and customer management teams to develop strategies to ensure the overall value of the IBS program.
• Monthly Business Review - Meet with the customer on a monthly or per contract basis to review contract compliance, reporting, current business, identify wins/needs, review problems/concerns, follow-up from previous meetings and plans to resolve issues quickly and effectively.
• Contract Compliance – Be the APG contract SME and ensure all the aspects of the contract are being adhered to. Understands, interprets, and complies with all contract requirements and ensures the operation is meeting customer contract expectations
• Reporting – Ensure that all contract required reporting is being run and delivered as required by the contract. Including STARS or HUB reports, contract mandated reports and ad-hoc reporting as required (both by the customer or APG)
• Cost Savings – Pursues all opportunities to add value to the customer via value added processes or projects (parts savings, freight savings, etc)
• Customer Billing – Review transactions and prepare customer billing to include parts billings and operational statements as required.

APG Responsibilities -

• People - Works closely and communicates with district management teams to review current staffing, coaching needs, and performance expectations for local site staffs. Helps defines job responsibilities, and expectations specific to the IBS customer, for site employees.
• Inventory Activities – Ensures that all locations have sound inventory practices in place as described in the IBS Store Operations Manual. Ensures stock room is properly location coded and the inventory is 100% barcoded. Reviews inventory stocking levels and helps coordinate the return or transfer of excess inventory. Ensures all sites are using the approved Non-NAPA line codes appropriately.
• Product Sourcing - Builds relationships and assists with the negotiation of non-NAPA vendors on pricing, inventory availability, service and return privileges. Ensures that the local site teams source all parts needs for their customer by utilizing various approved IBS vendors and brings new value add vendors the table.
• Store Contract Compliance - Ensures locations are audit-ready in accordance to the contract at all times.
• Weekly Store Manager Meeting/Call - Communicates operational goals to include fill rates, inventory management, training opportunities, etc. Ensures Site Managers understand the fiscal responsibility associated with their operation.
• APG Business Updates – Provides updates to all levels of APG management (HQ, DVP, GM, DM AM, etc) on as needed basis but at minimum monthly in writing and quarterly via a face to face meeting (including electronically) to ensure the local locations are prepared to for their regular local business reviews with the customer and have an understanding of current contract goals/initiatives and are meeting customer expectations.
• Training - Completes all available IBS operations training provided by company and ensures all direct and indirect reports have as well.
• Employee Development – Helps coach employees up and works to identify quality candidates for advancement opportunities.

Experience, Education, and Abilities:

• College degree or equivalent work experience required.
• ASE certification is a plus.
• Possesses project management skills. Certifications are a plus.
• Ability to manage people; prioritize and delegate to team members.
• Ability to read and interpret a contract.
• Ability to read and interpret an operating statement, P&L.
• Understanding on how to positively affect a P&L statement.
• Understanding of inventory management to include purchasing.
• Strong communication skills.
• Extremely detail oriented.
• Requires demonstrated leadership.
• Possess working knowledge of the organization’s store support system (TAMS, HUB, IBiz, MS, GPC1, etc).
• Must possess high character and integrity.
• Capable of providing strong leadership to the operation to create a high performance team; i.e., customer focus, open communication, willingness to coach and provide feedback.
• Possess personal drive, self-motivation and initiative to accomplish Company goals and objectives.
• Must enjoy working in a fast-paced setting and possess an ability to remain calm under pressure.
• Ability to ensure proper maintenance and protection of Company store facilities, equipment, inventory and all physical assets of the company.
• Have a willingness and ability to learn.
• Possess analytical problem solving skills.
• Capable of operating a point-of-sale system and cataloging.
• Extremely proficient in Microsoft Office and using internet for parts research and sourcing.
• Ability to learn and use customer fleet management software.
• Flexibility with working hours, depending on customer and location needs (i.e. emergency overtime related to weather conditions).

Work Environment:

• The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Fleet shop environment, employee could be exposed to loud noise, fumes or airborne particles.
  • While performing the duties of this job, the employee is regularly required to stand, walk, talk and hear.
  • The employee is often required to sit and stoop, kneel, crouch, climb and crawl.
  • The employee is frequently required to lift and move product of up to 60 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
  • While performing the duties of this position, the employee may be exposed to fumes or airborne particles.
• Employee must be willing to relocate as needed by the customer