Senior Associate Customer Order Fulfillment

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.

Duties & Responsibilities:

• Driving customer satisfaction by achieving key performance metrics - PLT, OPD, CRD & Backorder targets, including resolution of service impacting issues
• Attending supply chain reviews to secure dates, optimize lead times, monitor prioritization, allocation, etc.
• Fostering good working relationships with remote supply chain groups to achieve customer service targets
• Ensure efficient 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, options to swap, 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
• Chair weekly order board calls with internal customers to review orderbooks, delivery issues, recovery plans, BTR, upcoming projects and associated demand
• Tracking shipments, waybills, and PODs, resolving credit ship holds
• A Class OOB approvals/uplift
• Ensure OOB orders get priority shipment, and follow up on RMA status of failed units
• Track MOL and CRMA’s
• Will provide back up support for Order Management for CGSI (Ciena Government_

Skills:

• High degree of professional maturity and well-developed business skills
• Experience managing multiple priorities simultaneously with demonstrated ability to work well under tight timelines
• Excellent interpersonal skills will be required due to high level of cross-regional and functional interaction
• Ability to build strong working relationships with internal customers through weekly orderbook and delivery status calls
• Strong and confident communication skills both written and verbal, with the ability to operate at all levels, including presentations.
• High attention to detail and able to achieve demanding targets
• Tenacity, problem solving skills and a strong will to succeed
• Competency/experience in MS tools (Outlook, Excel, PowerPoint, Word)

Education/Experience:

• University/College Degree
• Ideally a graduate in Supply chain or Business discipline
• Experience with Oracle or another ERP systems a plus

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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.