Associate, Customer Operations

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:

Ciena Corporation is seeking a motivated and detail-oriented Associate in Customer Operations to join our Service Operations organization. In this entry-level role, you will play a crucial part in supporting the customer operations processes to ensure efficient and effective service delivery, customer satisfaction, and operational excellence.

Key Responsibilities:

• Assist in executing customer operations strategies to ensure efficient service delivery and customer satisfaction.

• Collaborate with cross-functional teams, including sales, logistics, order management, and customer support, to support the coordination and execution of customer operations activities.

• Contribute to monitoring and analyzing customer operations performance metrics, such as order processing time, delivery accuracy, and customer feedback, to identify areas for improvement.

• Support order management activities, including order entry, order tracking, and order status updates, to ensure accurate and timely order processing.

• Assist in managing customer inquiries and resolving customer issues in a timely and professional manner.

• Contribute to maintaining accurate customer records and documentation, ensuring data integrity and compliance with company policies.

• Support the implementation of best practices for customer operations, including process optimization, automation, and continuous improvement initiatives.

• Collaborate with internal stakeholders to support the development and implementation of customer-centric policies, procedures, and controls.

• Stay updated on industry trends, emerging technologies, and best practices in customer operations, and contribute to process improvement initiatives.

• Ensure compliance with company policies, regulatory requirements, and industry standards related to customer operations.

Qualifications:

• Bachelor's degree in related field

• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

• Excellent attention to detail and problem-solving abilities.

• Effective communication and interpersonal skills, with the ability to work well within a team.

• Intermediate or Advanced knowledge of PowerPoint and Excel.

• Customer-focused mindset and a passion for delivering exceptional service.

• Ability to adapt to changing priorities and work in a fast-paced environment.

• Knowledge of customer operations processes, such as order management and customer support, is a plus.

• Familiarity with customer relationship management (CRM) systems is desirable.

• Willingness to learn and develop skills in customer operations.

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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.