Hyperscale DC Customer Success Program Specialist
Description
The specialist proactively communicates with customers regarding production plans, delivery schedules, and changing business priorities, helping customers navigate challenges and ensuring alignment with their operational goals. Through strong relationship management and cross-functional collaboration, this role identifies risks, drives issue resolution, and enhances the overall customer experience.
1.) Customer Success & Support
- Serve as the primary point of contact for hyperscale customers, fostering trusted and long-term partnerships.
- Understand customer business priorities, operational requirements, and future growth plans to ensure successful program execution.
- Drive customer satisfaction by proactively managing communications related to production plans, delivery schedules, and changing priorities.
- Handle and resolve delivery-related issues in a timely and professional manner
- Onboard new customers, including account setup and initial support
- Collaborate with internal teams to address customer needs and improve service quality
- Monitor customer situations and respond proactively to potential issues
- Ensure a high level of customer satisfaction throughout the customer lifecycle
- Develop and maintain a strong understanding of products/services to proactively support customers and improve their experience
2.) Customer Program Management
- Closely monitor status of production, shipment to warehouse and shipment from warehouse.
- Lead cross-functional planning discussions with production entities to ensure alignment with customer expectations.
- Track key milestones, dependencies, risks, and deliverables to ensure successful program execution.
- Communicate program status, constraints, and recommendations to both customers and internal leadership.
3.) Operational Execution & Order Management
- Domestica or oversee customer purchase orders and coordinate fulfillment activities across manufacturing, logistics, and warehouse operations.
- Monitor production, inventory, and shipment status to ensure on-time delivery performance.
- Ensure accuracy and visibility of order, inventory, and delivery information throughout the customer lifecycle.
4.) Handle ERP (D365) system
- Input purchase order, issue sales order for production, split or revise sales order along with delivery schedule.
- Input and update stock, delivery information in the system.
- Partner with stakeholders to implement process enhancements that improve both customer experience and operational efficiency.
5.) Continuous Improvement & Customer Experience
- Lead and contribute to initiatives focused on improving customer experience, operational performance, and service quality.
- Collaborate with customers on process improvement projects and operational best practices.
- Drive root cause analysis and corrective actions for recurring customer or operational issues.
- Promote a culture of continuous improvement through data-driven decision making and cross-functional collaboration.
6.) Interaction with internal and external employees
7.) Develop and prepare executive/administrative reports as directed
- Support occasional matters as directed.
• Extremely well organized and must demonstrate some Project Management skills.
• Basic understanding of fiber optic cabling, connectorization, and network components.
• Strong analytical skills with the ability to interpret complex production and logistics data.
• Good communication and interpersonal skills to build and maintain relationships.
• Strong leadership skills with the ability to influence and drive change.
• Strong analytical, and project management skills.
• Proficiency in D365 systems and/or supply chain software.
• Excellent communication and interpersonal skills to build and maintain relationships.
• Knowledge and experience of quality assurance and control.
• Preferable skill: rich knowledge and experiences of VBA, Access, Java and/or other programming tools with actual experiences to implement automation of administrative transactions effectively.
• Pressure for deadlines - short time frame responses.
• Ability to process large amounts of email/chat traffic.
• Ability to efficiently communicate with others by summarizing problem, question, status and so on, instead of just forwarding e-mail or chat message without enough explanation.
• Willingness to work as a team, providing leadership to the department.
• Proven proficiency with Microsoft products especially Excel.
• Excellent written and verbal skills.
- Bachelor's degree or Minimum of 5 years relevant professional experience.
- Proven experience within a supply chain management, project management, inventory management or production management.
Reports to: Director, DC Connectivity Product Management
Directly Supervises: None
VII. Physical Requirements:
- Work is performed in an office environment and requires the physical and motor skills typical of an office environment, including, but not limited to: prolonged sitting, working on a computer, using telephones, handheld technology and other office equipment, standing, walking and stooping.
- May be occasionally required to lift objects such as files, boxes of paper, office supplies, and computer / office equipment weighing up to 50 pounds.
- Ability to routinely concentrate, focus and read for general understanding and analytical purposes and ability to communicate effectively.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job description. Duties, responsibilities and activities may change at any time with or without notice.
IX. Travel Required: Yes ☒ 10% No ☐
Sumitomo Electric U.S.A., Inc. (SEUSA) serves North American customers in various industries, including electric power, data communications, automotive, electronics manufacturing, medical devices, and more. An overview of our diverse portfolio of products is provided on this site for reference.
SEUSA was established in 1971 as the first North American subsidiary of Sumitomo Electric Industries. Our early activities contributed to the development of other subsidiaries, and today we are a part of a regional network of more than 40 companies affiliated with the Sumitomo Electric Group. SEUSA’s main offices are located in the Los Angeles metropolitan area and Silicon Valley. Please visit for more info: https://global-sei.com/usa/seusa/.
SEUSA is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, national origin, disability, age, genetics, protected veteran status, or any other characteristic protected by law.
About Sumitomo Electric Group
Sumitomo Electric Industries, Ltd. is a recognized global technology leader with over 280,000 employees working at around 400 group companies in 40 countries. Building on more than 120 years of innovation, today Sumitomo Electric is engaged in diversified business activities that support people’s daily lives and industries in five business segments: automotive, infocommunications, electronics, environment & energy, and industrial materials. To learn more about Sumitomo Electric, please visit https://sumitomoelectric.com. You can watch videos from our past interns and corporate profile from our YouTube Channel (https://www.youtube.com/user/SumitomoElectric/). Follow us on LinkedIn (https://www.linkedin.com/company/sumitomo-electric).