Customer Service Professional

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.

We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers.

Job Summary:
The Customer Service Professional is the operational anchor between customers, Sales, and internal teams. This role keeps the sales engine moving by owning communication, order accuracy, and delivery execution. You’ll juggle competing priorities with discipline, maintain strong customer relationships, and remove obstacles before they turn into delays. Expect to work cross-functionally, influence outcomes, and keep stakeholders aligned — whether they’re ready or not.
Work may include pre-sales, post-sales, or both. You’ll follow established processes, improve the ones that aren’t working, and help maintain a smooth, predictable order lifecycle.

• Own the full order lifecycle: quoting validation, order entry, status tracking, delivery coordination, and issue resolution.
• Ensure every order is accurate, complete, and aligned with customer and company requirements — no surprises, no rework.
• Communicate proactively with customers about lead times, changes, and delivery expectations.
• Keep Sales in the loop without making them chase information.

• Serve as a key point of contact for all order-related requests.
• Identify roadblocks early and escalate or troubleshoot before they impact commitments.
• Maintain calm, clear, professional communication — even when the situation is not.

• Partner with Sales, Operations, Engineering, Quality, Supply Chain, and Finance to ensure customers get exactly what they were promised.
• Support pricing, bids, and proposals by gathering data and validating details.
• Participate in customer calls, internal meetings, and anything else needed to keep orders on track.

• Use ERP and CRM tools to keep orders updated, accurate, and audit-ready.
• Support system updates, UAT testing, and process improvements — if it’s broken, you help fix it.
• Reconcile customer billing and resolve discrepancies quickly.
• Provide reports and documentation (certs, customer reps, order summaries) without being asked twice.

• Provide backup for internal and external activities when needed — no dropped balls.
• Assist with special projects, continuous improvement activities, and anything that strengthens operational reliability.

• Bachelor’s degree, four-year college or university
• Three-five years of direct experience in customer service or inside sales
• Experience or familiarity with Accounting Practices and Procedures, SOX
• Experience or familiarity with ERP Systems; Oracle, Microsoft office, Lotus Notes
• Strong computer skills
• ITAR Eligible
  
• Knowledge of optical coatings
• Excellent organizational skills

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