Customer Program Spec I

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 manage. 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 customers 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 two.
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.
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 an 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 the phone and use a 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 the phone and use a 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%).#J-18808-Ljbffr