Senior Customer Experience Specialist

Customer SLA attainment We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit and read about the latest news via our StoryHub. About The Role At Lenovo, Customer Fulfillment sits at the center of our Global Supply Chain, ranked #5 in Gartner Top 25 Supply Chains worldwide, ensuring customers receive the products they need when they need them. As an Experienced Customer Fulfillment Specialist, you will own the end-to-end execution of customer orders for our AI and Scale Cloud Solutions server business, partnering with teams across Planning, Sales, Manufacturing, Logistics, Procurement, and Business Units to proactively resolve issues and deliver an exceptional customer experience. This is a highly visible, customer-facing role where success requires analytical thinking, strong communication skills, and the ability to thrive in a fast-paced global environment. You will be trusted to independently manage complex customer situations, identify risks before they impact delivery, and drive solutions across multiple organizations. What You\'ll Do Own customer order fulfillment from order receipt through shipment while ensuring customer SLA commitments are achieved. Review daily order backlog and proactively identify potential supply or execution risks. Coordinate with worldwide manufacturing sites to ensure orders are scheduled, built, and shipped on time. Partner closely with Demand Planning, Supply Planning, Business Units, Sales, Procurement, Logistics, and Factory Operations to resolve order constraints. Serve as the primary point of contact for customers regarding order status, escalations, and fulfillment issues. Manage customer-specific requirements and prioritize critical business opportunities. Drive rapid resolution of supply shortages, production delays, logistics issues, and other fulfillment exceptions. Analyze fulfillment data to identify trends, root causes, and opportunities for continuous improvement. Support digital transformation initiatives by participating in automation, AI, and process improvement projects. Create executive-ready communications and present order status, risks, and mitigation plans to leadership. Contribute to improving operational processes that enhance customer experience while balancing service, cost, and operational efficiency. What You\'ll Bring Required Qualifications Bachelor\'s degree in Supply Chain, Business, Engineering, Operations, or a related discipline (or equivalent experience). 5+ years of experience in customer fulfillment, order management, supply chain operations, planning, or customer service. Strong analytical and problem-solving skills with the ability to make data-driven decisions. Advanced Microsoft Excel skills. Experience working with ERP systems such as SAP S/4HANA or similar enterprise systems. Excellent written and verbal communication skills in English. Ability to manage multiple priorities while meeting aggressive deadlines. Demonstrated ability to influence cross-functional teams without direct authority. Strong ownership mindset with exceptional organizational skills and attention to detail. Preferred Qualifications Experience with SAP S/4, IPS, BSR, or similar order management platforms. Experience supporting enterprise or global customers. Knowledge of supply chain planning and manufacturing processes. Experience leading process improvement or digital transformation initiatives. Familiarity with AI-enabled operational tools and automation. What Makes You Successful The ideal candidate: Thinks proactively and anticipates customer issues before they occur. Remains calm and decisive under pressure. Builds strong relationships across global teams. Takes ownership from problem identification through resolution. Uses data to influence decisions and improve business outcomes. Embraces complex challenges and continuously looks for opportunities to improve processes. Demonstrates a customer-first mindset while balancing operational realities. Key Relationships This role partners closely with: Demand Planning Supply Planning Manufacturing Operations Factory Scheduling Sales Business Units Procurement Logistics Global Customer Fulfillment teams Executive Leadership Measures of Success Success in this role will be measured by: Customer SLA attainment On-time shipment performance Backlog health Critical order execution Customer satisfaction Escalation resolution time Operational efficiency improvements Process automation and continuous improvement contributions Visa Sponsorship This position is not eligible for visa sponsorship, including Optional Practical Training (OPT) or Curricular Practical Training (CPT). All applicants must be currently authorized to work in the United States for any employer. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class. #J-18808-Ljbffr