We are looking for a dedicated and detail-oriented Customer Service Coordinator II to join our team. This role involves managing domestic and international customer orders, ensuring accuracy, timeliness, and adherence to detailed processes. The ideal candidate will have strong experience in customer service within a corporate setting, with the ability to multi-task and handle high-volume requests efficiently. After 2-3 months of training, you'll have the flexibility to work from home 2 days a week.
Job Title: Customer Service Coordinator II
Max Pay Rate: $21.42/hr.
Work Schedule: Hybrid (Option to work from home 2 days per week after 2-3 months of training)
Location: Corning, NY, 14831
Education Requirement: Minimum associate degree
Experience Requirement: 2+ years in Customer Service/Corporate Environment
Day-to-Day Responsibilities:
Manage assigned domestic and international customer orders, ensuring error-free transactions.
Accurately enter customer orders into Optical Fiber's PeopleSoft (PS) and SAP order management systems.
Handle export and offshore orders, including logistics coordination using Origin Manager, creating templates, selecting proper carriers, and requesting quotes from the Global Logistics Organization (GLO).
Gather shipment details (weights, dims, customer details) and create bookings in Origin Manager.
Create and maintain processes for worldwide customer service locations and ensure consistent practices.
Generate and maintain ePOs (electronic Purchase Orders) for third-party vendors, ensuring proper approvals are obtained.
Approve 'sold through' invoices from Corning Inc. and verify the accuracy of order details.
Follow detailed processes for shipments to designated locations, ensuring customs compliance.
Provide support to global customer service teams and assist with operational tasks as needed.
Issue credits or rebates for fiber issues, price changes, etc., and manage the RMA system.
Maintain product and pricing knowledge to support RFQ generation and quoting processes.
Monitor open orders and shipments, taking proactive steps to meet customer expectations.
Track shipments to ensure timely delivery and address any issues or delays.
Maintain and update customer profiles and agreements in the COF and Corporate PeopleSoft systems.
Ensure required OptoCommerce® Fiber Data Delivery (FDD) is available for customer shipments.
Respond to customer inquiries within 24 hours regarding orders, FDD, and product information.
Build technical product knowledge and assist customers with fiber product recommendations.
Collaborate with various internal teams (Planning, Shipping, QA, IT, Finance, etc.) to resolve issues and improve processes.
Resolve payment discrepancies with customers and work with Commercial Ops on payment issues.
Participate in projects and business teams as needed, providing analysis and support to the sales team.
Required Skills (Must-Have):
Exceptional attention to detail.
Strong organizational and time-management skills.
Excellent multitasking abilities and task prioritization.
Effective verbal and written communication skills.
Passion for quality and customer focus.
Proficiency in Microsoft Outlook, Teams, Word, and SharePoint.
Strong team player with the ability to thrive in a dynamic environment.
Problem-solving abilities and proactive work approach.
Desired Skills (Nice-to-Have):
Experience with Optical Fiber's PeopleSoft and SAP order systems.
Knowledge of Corning's corporate processes and logistics functions.
Ability to lead or support change initiatives.
Proficiency in Excel for data analysis.
Previous experience in a customer service or logistics coordination role within a corporate environment.
Soft Skills:
Positive attitude and professional demeanor.
Results-driven with high self-confidence.
Takes initiative and drives continuous improvement.
Travel Requirements:
Minimal to no travel. Occasional trips may be required to US Plants or domestic customers.
If you meet the qualifications and are excited about working in a collaborative, fast-paced environment, we encourage you to apply today!