Customer Liaison Manager

Adtran•Huntsville, AL

About The Position

The 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 internal teams 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 customer experience and increasing the capacity of sales to win more business. Adtran is a leading global provider of fiber-based networking solutions and SaaS applications, focused on the broadband access market. Our comprehensive portfolio spans from the metro core to the customer premises, enabling network providers to deliver Gigabit broadband to every home and business. Our vision is to enable a fully connected world where the power to communicate is available to everyone, everywhere. At Adtran, we believe in our people. With a diverse and inclusive team spread across the globe, our culture embraces creativity and seeks innovation and quality in everything we do. Built on a foundation of communication, trust, collaboration, and an entrepreneurial spirit enables us to be a global technology leader and a strong customer advocate. Adtran began operations in January 1986. Headquartered in Huntsville, Alabama, Adtran is located in Cummings Research Park - the second-largest research park in the U.S. and fourth-largest in the world. Our mailing address is 901 Explorer Boulevard, Huntsville, Alabama, 35806. Adtran, Inc. is a wholly-owned subsidiary of Adtran Holdings, Inc. (NASDAQ:ADTN and FSE: QH9). Find out more at adtran.com, or follow our story on LinkedIn and Twitter.

Requirements

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

Nice To Haves

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

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
Inter-departmental liaison to ensure order specifics are folllowed
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
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
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
Assist with Sales force issues around accounts, quotes and price lists
Maximize profitability by addressing process issues that directly affect our ability to maximize orders, revenue and cash
Coordination with SBM team on opportunities/quotes
Coordination of international shipments
Enter acknowledgements, forecasts, ASN’s into customer portals
Other duties as required