Customer Liaison Manager - ADTRAN, Inc.

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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

• 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