Customer Program Specialist

Our Incora Story is really taking off—and we'd love you to join us on the journey. As a leading supply chain solutions business in the aerospace industry, customers are at the heart of everything we do. We are currently seeking an exceptional Customer Program Specialist to support intermediate to complex customer accounts and contracts through outstanding service, strong partnership, and operational excellence.

The Role

The Customer Program Specialist is accountable for building and maintaining strong customer relationships by delivering high-quality service and operational support. This role requires an advanced understanding of customer operations, contract administration, and internal processes, while serving as a key liaison between customers and internal teams. You will proactively manage customer accounts, investigate and resolve issues, support contract execution, and ensure customer expectations are consistently met or exceeded.

Key Responsibilities

Build and maintain strong working relationships with external customers and internal partners
Maintain advanced knowledge of Incora customer requirements, distribution methods, and contract terms
Provide excellent customer service through fast, accurate, and professional response to requests
Respond promptly to customer inquiries related to order status, availability, and delivery plans
Process, review, release, and prioritize incoming orders daily to meet customer delivery requirements
Run and review open order reports daily to ensure on-time shipment
Verify order releases against contract requirements for accuracy and compliance
Manage bin maintenance, backorders, and contract changes accurately and timely
Coordinate with Procurement and Supply Chain to sustain inventory levels for contract fulfillment
Resolve backorders and support root cause initiatives with a target of zero backorders
Investigate and resolve intermediate to complex customer issues in alignment with company policies
Provide LTA (Long-Term Agreement) contract administration support
Process customer returns (RMAs) and ensure proper documentation
Ensure quality flow-downs are correctly applied during contract review
Interface directly with customer auditors to support compliance with customer specifications
Update customer portals with shipping and delivery information to maintain high performance ratings
Prepare, manage, and follow through on customer expedite requests
Train and mentor sales team members, as assigned
Participate in ad hoc projects, departmental meetings, and company training initiatives

Our Values

Success at Incora starts with living our values every day:

Courage – Take ownership of issues and challenges
Collaboration – Share knowledge and support one another
Commitment – Deliver on internal and external customer expectations
Community – Value people and the world we share

Education

High School Diploma or GED required
Bachelor's degree in Business, Accounting/Finance, Marketing, or Supply Chain preferred (or equivalent experience)

Qualifications & Experience

3–5 years of combined Sales and Customer Service experience (aerospace industry preferred)
Demonstrated ability to manage intermediate to complex customer accounts
Proven success conducting root cause analysis and resolving customer issues
Strong customer service mindset with the ability to work tactfully and professionally
Excellent organizational, time-management, and follow-through skills
Ability to manage multiple priorities in a fast-paced environment
Strong verbal, written, and presentation skills with a focus on quality and service
High attention to detail with accurate data entry and documentation practices
Intermediate to advanced proficiency in Microsoft Office (Outlook, Word, PowerPoint, Excel)
Ability to collaborate effectively across departments to drive results

What Incora Offers

Competitive compensation and comprehensive benefits
Eligibility for company incentive programs
8 paid holidays plus 2 floating holidays
FlexTime policy for exempt employees
80 hours of exempt sick time
2 weeks paid parental leave
Multiple health plan options with competitive premiums
Employer-paid life insurance (1× salary), STD, and LTD
401(k) with company match
Employee discount portal via PerkSpot
A modern, first-class work environment
Clear opportunities for career growth as part of the Incora Story

Equal Opportunity Employer

Incora is an Equal Employment Opportunity (EEO) employer. We value diversity and are committed to creating an inclusive workplace where all qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

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