Customer Support

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.

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The Customer Order Fulfillment team is seeking a Graduate for an entry level Client Manager position. 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