Job Description
Job Summary:
The Customer Program Manager is responsible for effective execution of all order management. Orders included with the scope are production, NPI (new product introduction), and RMA (return material authorization, such as failure analysis, repair, refurbish, and re-configuration) orders. In addition to order management responsibilities, the Customer Program Manager is responsible for commercial responsibilities related to the products/commodity that they manager. Commercial activities include the timely completion of quotes, accounts receivables, claims, and credit memos.
Duties and Responsibilities:
Level 1: Administrative
General:
Follows documented order management and commercial procedures
Communications:
Occasional phone calls/emails with customer to provide order and commercial status
Internal escalations to Supervisor upon recognition of mis-alignment of order/commercial dates
Maintain Customer Dashboards, scorecards, & UCT ERP system weekly updates
Order Management:
Obtains missing order information from Customers
Assists CPM 2/3/4 with order date management research
Ensure on time shipments & reconcile with Customer weekly:
OTD to site commit date >/= 98%
OTD to Customer need date >/= 85%
Escalate material/labor shortages to meet site commit dates
May attend production meetings
Commercial:
Obtains missing quote information (drawings, specs., other) from Customers
Assists CPM 2/3/4 quote pricing research
Monitors request for quotes and responses within 14 calendar goal
Prepares quotes for CPM Peer review or global review and approval
May submit monetary Customer claims for fees per CPM 2/3/4 authorization
Level 2: All Level 1, +2-years of experience, plus:
General:
Follows documented order management and commercial procedures
Communications:
Redlines GPA (Global Purchasing Agreement) and ISA (Inventory Stocking Agreement) for renegotiation by UCT Account Executives
Order Management:
Owns all order management deliverables to meet OTD to commit & need by date goals
Resolves production scheduling & shipping blocks in the ERP or escalations
Escalate material/capacity planning information internally to align site commit to Customer need dates
Ensures sales order Customer need date changes are managed to protect within the frozen window
Negotiate with Customer drop-ins and pull-in orders and the impact to the existing orders in the UCT production schedule
Manages & publishes a daily production schedule report that clearly shows historical Customer need dates, UCT site commit dates, and alignment between the 2
Commercial:
Owns all effective communications and closures to the commercial responsibilities listed on CPM 1
Prepares quotes for review and approval and submits to customers
Resolves invoicing problems with the Customer & UCT Finance
Negotiate pricing changes as required by business process
Escalate to Supervisor any Customer blocks to accepting pricing change
May be asked to produce revenue forecast for a product line and/or site
Inventory Management
Manages and reports consignment/PACE programs OTD & inventory levels (Actual vs. Optimized) weekly
Manages and reports Customer owned inventory usage quarterly and actual inventory parts and quantities
Level 3: All Level 2, +3 years of experience, (CFT Leader) plus:
May be a people manager and have direct reports
May be a global process center of excellence owner to drive effective use of the identified documented process owner
Reviews and analyzes processes/programs for opportunities to improve effectiveness and/or efficiencies (a bias will exist to automate everything Account Operations)
Owns product line/site revenue forecasts relative to hard POs and 26 week forecast.
Drives to have a hard PO for every forecasted order
Has a copy of every applicable Customer contractual agreement
Aligns and redlines UCT procedures/process documentation to comply with agreed upon Customer requirements
Partners with Account Executives to redline Customer contractual agreements to reflect UCT interests
Is a CFT (Cross Functional Team) Leader, responsible for all Customer or Product Line demand/commercial objectives. Details are:
Single point of accountability for the performance of the demand and commercial activities for all existing business at the site for that Customer/product line
Lead a cross-functional team with Order Management, Planning, Purchasing, Engineering, Quality, Operations functions establish a regular cadence for the team to align on activities needed to meet or exceed goals and objectives
The CFT Lead will be responsible for both production and NPI orders
Accountable for the following:
All customer service level Agreements
Quality, Delivery, Cost
Provide a weekly 12 Month rolling PO/Forecast orders to ensure forecast will be met
Customer/product line Profit & Loss statement
Comparing quote vs. actual PO price to ensure revenue targets will be met
Gross Margin > 18% at a minimum (overall GM% - some product lines at 45%+)
Collecting on Customer claims per schedule committed to at 4B
Inclusive of stranded materials on revision changes
Identifying expedite fees (on inside lead-time orders; pull-ins; drop-ins..)
Coordinating & facilitating Customer business/performance reviews
Quarterly reviews
Customer meetings internal & external pre-alignment
All customer key process indicators
Regular cadence of internal reviews to govern performance
Order management to achieve OTD of 98+% to UCT commit & 85+% to Customer need by date
Setting of the priorities for the factory based on Customer order priorities
Blocking inside lead-time orders, pull-ins, drop-ins, align with planning/site GM negotiate re-slotting with Customer & fees
Return Material Authorization management follows the same rules as order management
Use the 12 month rolling forecast to provide Capacity / capability planning to ensure on-time delivery goals are met
Level 4: Senior Management Position. All Level 3 +5-years of experience, (CFT Leader) plus:
May be a people manager and have direct reports
Role model for people management skills, particularly influencing management and conflict resolution
Manages Department budgets as required
Develops long-term, multi-level relationships with customer accounts
Responsible for site level execution of strategic initiatives and CIP activities
Knowledge, Skills and Abilities:
Must be organized and data/fact driven. Present business cases using data.
Exceptional analytical skills as the CPM moves from CPM 1 to CPM 4 levels
Ability to take a business result. Know if it meets goal or not. Develop the root cause and corrective action plans to drive an action plan to close the gaps and meet/exceed the goals
Attention to detail and exceptional organization and follow up skills.
Good communication skills and ability to interact with internal and external customers.
Strong influence-management, negotiation, leadership and assertiveness skills.
Strong computer skills (MS Office suite, particularly Excel and MS Project) and database (SAP or related ERP at the site) experience.
Educational/Certification Requirement:
Associates Degree or equivalent in technical, business, or financial discipline or equivalent experience for Level 1
Bachelor's Degree or equivalent in technical, business, or financial discipline for Level 2-3
MBA or Bachelor's Degree with PMP/PGMP certification for Level 4
Successful completion of a negotiation certification course desired
Experience Requirement:
Work Experience:
3-5 years experience in a semiconductor or similar industry Level 1-2.
5+ years experience in a semiconductor or similar industry Level 3-4.
Management Experience (for people manager job only):
Senior positions must have at least 5 years experience in positions of increasing responsibility
People management skills & experience desired for CPM 3 and 4 levels
Physical Demands and Working Conditions: This section is required for compliance with the Americans with Disabilities Acts (ADA)
Criteria:
Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed primarily in office environment.
Physical Demands :
Ability to kneel, reach, walk, push, pull and grasp.
Ability to lift up to 25 lbs.
Ability to move arms, hands and fingers.
Ability to sit for sustained periods of time.
Required to wear personal protective equipment.
Ability to talk on phone and use computer for extended periods of time may be required.
Environmental Exposure:
Required to wear personal protective equipment where applicable.
Subject to frequent interruptions.
Ability to talk on phone and use computer for extended periods of time may be required.
May involve exposure to moderate noise levels from printers, faxes, computers etc.
Overnight Travel:
Level 2 and above work may require out of town travel, depending upon assignment, training and meetings (10%).