Customer Program Spec II

Summary

The Customer Program Specialist 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 Specialist 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.

Essential Duties and Responsibilities:

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
• 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
• 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:

• Obtains missing quote information (drawings, specs., other) from Customers
• 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
  
  

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:

• Bachelor’s Degree or equivalent in technical, business, or financial discipline
• Successful completion of a negotiation certification course desired
  
  

Experience Requirement:

Work Experience:

• 3-5 years’ experience in a semiconductor or similar industry