Customer Program Manager

**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:

- 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