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.
Job Description
The Order Management Senior Associate is responsible for supporting the efficient and accurate processing of orders from indexing to booking. This role requires exceptional attention to detail, strong organizational skills and the ability to collaborate effectively with cross-functional teams. The Order Management Senior Associate will play a crucial role in ensuring customer satisfaction by making sure orders are processed in a timely manner and any issues or enquiries are addressed promptly.
SPECIFIC RESPONSIBILITIES:
- Receive and review orders, ensuring accuracy, completeness and adherence to company policies and procedures. Enter orders into the system accurately and in a timely manner
- Monitor order status and proactively identify any potential delays or issues. Communicate with relevant stakeholders, such as Commercial management, Client managers and Account team to ensure on time booking
- Serve as a primary point of contact for order related enquiries and provide timely and accurate information to stakeholders regarding order booking status and any other order-related questions or concerns
- Collaborate with Customer Order Fulfillment team to ensure zero downstream impacts at the time of delivery with adherence of executable order policy
- Investigate and resolve any order discrepancies, such as pricing discrepancies, contractual terms, addresses etc. Collaborate with internal teams such as Account, Finance and Franchises to resolve issues in a timely and satisfactory manner
- Drive customer satisfaction and achieve key performance targets
- Continuously identify opportunities to improve Order Management processes, streamline workflows and enhance overall efficiency. Provide recommendations for system enhancements or process change to optimize Order management operations
Required Skills
- High integrity and honesty
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal teams.
- Strong attention to detail and accuracy in data entry and order processing
- Strong problem solving and decision making abilities with the capacity to prioritize tasks and work efficiently in a fast paced environment
- Champion change / change agent
- Ability to adapt to changing priorities and handle multiple tasks simultaneously
- Proficient with MS Office applications software and report tools
- Experience in Order Management, customer service or a related field
- Knowledge of Oracle and Salesforce is desirable
Required Experience
- Degree in business or related fields
- Minimum of 5-7 years the service/product based company experience. Telecom industry experience is a plus
- Strong communication skills: written, verbal and in formal presentation
- Demonstrated skills in desktop applications such as Excel, Word, PowerPoint and Project
- Negotiation skills essential
- Strong and demonstrated leadership skills
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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.
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What We Do
Ciena (NYSE: CIEN) is a global leader in networking systems, services, and software. We build the world’s most adaptive networks to enable our customers to deliver richer, more connected experiences for all users. At our core, Ciena is a company rooted in people. We prioritize deep, collaborative relationships within our teams and alongside our customers, partners, and communities around the world. For three-plus decades, we’ve brought our humanity to our relentless pursuit of innovation. We continue to lead the evolution of networking with a strong track record of industry firsts. As end-user expectations skyrocket, our customers and their networks must transform. Ciena powers this transformation by driving next-generation solutions built for maximum openness and agility—today and into the future. Corporate/Brand Values: • Customer First • Integrity • Velocity • Innovation • Outstanding People We're the perfect size for you to make an impact. W Only Ciena has the depth of expertise and the culture of collaboration and partnership required to help our partners evolve. We do this by strategically integrating hardware, services, and software in an open environment to ensure our clients’ networks are ‘fit for flexibility’ today and into the f
Why Work With Us
We are known for our industry-firsts, including the first coherent optical solution, converged packet-optical platform, and intelligence automation platform. Our commitment extends beyond innovation, logging in over 35,000 volunteer hours and $2 million to worthy causes in 2023. We're the perfect size and culture for you to make a difference.
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