Senior Associate, Order Management

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.

The Order Management Senior Associate is responsible for supporting the efficient and accurate processing of orders from indexing to booking. The Order Management group is based in Belfast, Northern Ireland. This role requires exceptional attention to detail, strong organizational skills and the ability to collaborate effectively with cross-functional teams, especially in the CALA region. The role will play a crucial role in ensuring customer satisfaction by making sure orders are processed in a timely manner and any issues or inquiries 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 inquiries 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 changes 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 of change / change agent.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Proficiency with MS Office applications 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 3-5 years of service/product-based company experience.
• Telecom industry experience is a plus.
• Strong communication skills: written, verbal and formal presentation.
• Demonstrated skills in desktop applications such as Excel, Word, PowerPoint and Project.
• Negotiation skills essential.
• Strong and demonstrated leadership skills.

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.