Customer Fulfillment manager

Ciena Corporation; Belfast; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative technology company is seeking a Customer Fulfillment Manager who will play a pivotal role in enhancing customer satisfaction through effective order management and supply chain operations. This position involves collaborating with various teams to ensure timely delivery and resolving customer issues promptly. The ideal candidate will possess strong influencing and communication skills, with a proven track record in supply chain management. Join a people-first organization that values individual growth and fosters a flexible work environment, where your contributions can make a meaningful impact on both the company and the community.

Qualifications

• University degree required, with 4+ years in Supply Chain and Order Management.
• Strong communication and interpersonal skills necessary for customer interaction.

Responsibilities

• Drive process improvements for better delivery performance and manage customer escalations.
• Build relationships and communicate effectively with internal and external stakeholders.

Skills

Influencing skills

Time management

Interpersonal skills

Communication skills

Attention to detail

Education

University/College Degree

4 years of Supply Chain Experience

Order Management/Fulfillment experience

Tools

Oracle

Excel

Power BI

PowerPoint

Job description

Customer Fulfillment Manager

Postuler locations Belfast time type Full time posted on Publié hier

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.

The Customer Order Operations team is seeking a Customer Order Fulfillment prime tasked with assuring successful delivery performance to Ciena’s GCN customer base and acting as the voice of the customer within the supply chain. This role interfaces between Supply Chain, Sales and Services teams and a customer point of contact for order fulfillment activities.

Duties & Responsibilities:

• Identify and drive process improvements aimed at improving delivery performance
• Translate the Voice of the Customer into tangible and measurable action plans within the Supply Chain. Drive these plans to implementation and closure.
• Manage customer escalations for faster resolution and isolate systemic issues requiring change
• Evaluate, determine and drive action plans required to resolve Supply issues impacting customers; partner with cross-functional teams throughout the process
• Build strong relationships, lead and influence at all levels in the organization.
• Pro-active identification and communication of potential escalations to Supply Chain to facilitate early recovery action plans
• Prepare and communicate Supply Chain initiatives/recoveries to internal/external customers
• Partner with Customer account teams to improve understanding of Supply Chain capabilities and gain better understanding of future material requirements (forecast/quote coverage/accuracy)
• Identify risk to revenue assurance from a supply chain perspective, and work to resolve
• Work Quarter end order pull ins, negotiation/customer receiving operating extensions, securing customer approvals to ship short/ship in advance of CRD
• Chair weekly order board calls with customers to review orderbooks, delivery issues, recovery plans, BTR, upcoming projects and associated demand
• Deliver daily/weekly management reports
• Tracking shipments, waybills and PODs, resolving credit ship holds
• A Class OOB approvals/uplift and returns
• Ensure OOB orders get priority shipment, and follow up on RMA status of failed units

Skills:

• Ability to influence at all levels within the Supply Chain to achieve an outstanding delivery performance experience
• 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.
• Working knowledge of Oracle, Excel, Power BI and PowerPoint
• High attention to detail and able to achieve demanding targets

Education/Experience:

• University/College Degree
• Min. 4 years of Supply Chain Experience
• Order Management/Fulfillment experience

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

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.