Senior Customer Program Lead – NPI & Order Mgmt

ULTRA CLEAN TECHNOLOGY (MALAYSIA) SDN. BHD.; Seberang Perai; On-site; MYR 120,000 - 180,000; Full time

Job summary

ULTRA CLEAN TECHNOLOGY (MALAYSIA) SDN. BHD. is seeking a Customer Program Manager in Penang to drive end-to-end order management for production, NPI, and RMA orders, while handling associated commercial activities such as quotes, receivables, and credit memos.

The role requires close collaboration with internal teams to maintain high OTD metrics and timely customer communications. The candidate will own the deliverables for timely shipments, price negotiations, and escalation management across

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
• 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
• 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
• 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
• 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
• May be a people manager and have direct reports
• 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
• Comparing quote vs. actual PO price to ensure revenue targets will be met
• Gross Margin > 18% at a minimum
• 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
• Use the 12 month rolling forecast to provide Capacity / capability planning to ensure on-time delivery goals are met

Job description

ULTRA CLEAN TECHNOLOGY (MALAYSIA) SDN. BHD. is seeking a Customer Program Manager in Penang to drive end-to-end order management for production, NPI, and RMA orders, while handling associated commercial activities such as quotes, receivables, and credit memos.

The role requires close collaboration with internal teams to maintain high OTD metrics and timely customer communications. The candidate will own the deliverables for timely shipments, price negotiations, and escalation management across