Customer Program Manager III

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 misalignment of order/commercial dates

Maintain Customer Dashboards, scorecards, & UCT ERP system – weekly updates

Order Management:

OTD to site commit date >/= 98%

OTD to Customer need date >/= 85%

Obtains missing order information from Customers

Assists CPM 2/3/4 with order date management research

Ensure on time shipments & reconcile with Customer weekly

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:

Escalate to Supervisor any Customer blocks to accepting pricing change

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

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:

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, à align with planning/site GM à negotiate re-slotting with Customer & fees

Return Material Authorization management à 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

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:

Knowledge, Skills, Experience:

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.

Work Experience:

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

Education, Certifications, Requirements:

Bachelor’s Degree or equivalent in technical, business, or financial discipline for Level 2-3

Successful completion of a negotiation certification course desired