Specialist, Customer Order Fulfillment

Job description

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. Are you passionate about delivering exceptional customer experiences and driving supply chain excellence? The Customer Order Operations team is seeking an Customer Order Fulfillment prime tasked with assuring successful delivery performance to Ciena’s Americas 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. How You Will Contribute: Identify and implement process improvements to enhance delivery performance. Translate the Voice of the Customer into actionable plans within the Supply Chain and drive them to closure. Manage customer escalations, resolving issues quickly while addressing systemic challenges. Partner with cross-functional teams to resolve supply issues and mitigate risks impacting customers. Build strong relationships and influence stakeholders at all levels of the organization. Proactively identify potential escalations and facilitate early recovery action plans. Prepare and communicate Supply Chain initiatives and recovery plans to internal and external customers. Collaborate with Customer Account teams to align on future material requirements and improve forecast accuracy. Chair weekly order board calls with customers to review orderbooks, delivery issues, recovery plans, and upcoming projects. Manage quarter-end order pull-ins, negotiate customer receiving extensions, and secure approvals for shipments. Track shipments, resolve credit ship holds, and ensure priority handling for OOB orders and RMAs. The Must Haves: Must be able to work North Americas Hours. There will be a shift premium. University or College Degree. 4 + years of Supply Chain experience, including Order Management/Fulfillment expertise. Strong ability to influence at all levels within the Supply Chain to achieve outstanding delivery performance. Proven ability to manage multiple priorities under tight timelines. Excellent interpersonal skills for cross-regional and functional collaboration. Confident communication skills (written and verbal), including presentation capabilities. Proficiency in Oracle, Excel, Power BI, and PowerPoint. High attention to detail with a track record of achieving demanding targets. #LI-ST1 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.