Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!
Thanks for your interest in working on our team! Job Summary
Customer Operations Customer Liaison Manager will drive the overall effective management of order execution from quote to cash. This includes involvement in presales strategy planning sessions with the Key Account Manager to ensure commercial and operational readiness. The Customer Liaison Manager is fully responsible for all tactical and operational activities within the customer base with the goal of enhancing the customer experience and increasing the capacity of sales to win more business.
Duties and Responsibilities
Receipt track all customer and internal orders
Ensure all Commercial Validation requirements are met before order acceptance
Enter and acknowledge orders
Execute all change orders
Manage on-time delivery of orders
Present invoices to Customer
Resolve incoming invoicing claims
Seek and understand current fiscal practices
Work with Sales and Commercial Management to ensure that new terms and conditions will support expected contract performance
Customer Performance and Interface:
Develop and implement strategic supply chain initiatives that will improve the "ease of doing business" with our customers
Serve as point of contact for customers (Procurements/Purchasing organizations) and for Supply Management and other task forces
Serve as single point of contact in Customer Operations to provide multi-product supply chain support to the customer
Sales Support:
Manage customer escalations in line with Partners/customer/Account team requirements
Drive revenue by assisting account teams to maximize customer opportunities
Provide feedback to Sales team
Establish and develop key customer contacts and interfaces within the customer base to support Sales Account Teams/Adtran's objectives and strategies
Profitability:
Maximize profitability by addressing process issues that directly affect our ability to maximize orders, revenue and cash
Other duties as required
Qualifications Basic Qualifications
Demonstrates Customer Operations/Order Management skills including 5+ years of relevant experience in the Telecom business sector
Efficient with SAP, SalesForce.com, Microsoft Excel (specifically Word and PowerPoint)
Solid understanding of order management processes
Strong customer service skills with the ability to multi-task and drive issues to resolution
Able to interact with a diverse group of technical and non-technical individuals
Able to maintain stable performance and daily workflow management under pressure
Strong organizational and communication skills
Always looking for opportunities of improvement.
Preferred Qualifications (Optional)
Bachelor's Degree in Business Administration or equivalent experience
Excellent interpersonal skills
Strives for continuous improvement
Success Criteria
Possess demonstrated strengths in the following areas:
Able to handle demanding situations tactfully
Address each issue independently with a focus on delivering superior customer service
Strong teaming skills, with the ability to recognize and fill needs on own initiative