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Customer Fulfillment Manager

3 months ago

Remote Site, United Kingdom Ciena Full time

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

The Customer Order Fulfillment team is seeking an entry level Client Manager position of customer Order Fulfillment. This role serves key customer operations requirements within the Supply Chain organization to support our business with a customer or group of customers.

This person is tasked with assuring successful delivery performance to Ciena's global customer base and interfacing with key Supply Chain functions, such as: Scheduling, Order Management, Planning, Distribution and Logistics, along with local Sales and Services teams and in some cases directly customer facing.

Duties & Responsibilities:

  • Driving customer satisfaction by achieving key performance metrics - Performance to Leadtime (PLT), Performance to Original Promise date (OPD), Customer Requested Date (CRD), Backorder and Holds targets.
  • Fostering good working relationships with remote supply chain groups to achieve customer service targets.
  • Ensure efficient and effective customer communication on delivery status, issues, and recovery plans.
  • Resolution of service impacting issues.
  • Communication of order book changes, e.g. decommits, pull ins, ship holds, recovery plans, etc.
  • Pro-active identification and communication of potential escalations to facilitate early recovery action plans.
  • Identify risk to revenue assurance from a supply chain perspective, and work to resolve.
  • Resolving credit ship holds

Skills:

  • Demonstrates a high level of professionalism and basic business acumen.
  • Ability to handle multiple tasks at once and work effectively under time constraints.
  • Excellent communication skills, both verbal and written, are necessary due to frequent interactions across different regions and functions.
  • Willingness and ability to build strong relationships with internal team members through regular updates and discussions on order and delivery statuses.
  • Confident in presenting ideas and information clearly, both in writing and verbally, to a variety of audiences
  • Detail-oriented with a drive to meet ambitious goals.
  • Persistent, with strong problem-solving skills and a determination to succeed.
  • Familiarity with MS tools (Outlook, Excel, PowerPoint, Word) is a plus.
  • Experience with Oracle or another ERP system is a plus

Education:

  • University/College Degree
  • Ideally a graduate in Supply chain or Business discipline

Experience

  • 6 months- 2 years of relevant experience

#LI-SG1

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.Ciena is an Equal Opportunity Employer, including disability and protected veteran status.If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.