Experience: At least 2 years of experience in customer service or a corporate environment. We strongly prefer candidates who have experience in a similar role and are eager to bring their expertise to a global team.
Your Responsibilities:
Customer Success:
Be the point of contact for domestic and international customers, ensuring flawless transactions and timely order fulfillment.
Accurately receive, validate, and process customer orders using Optical Fiber's PeopleSoft (PS) and SAP order management systems, depending on the source location.
Order Creation & Logistics Coordination:
Manage logistics for offshore and export orders using Origin Manager, ensuring everything runs smoothly from origin to destination.
Work closely with the Global Logistics Organization (GLO) team to request quotes, gather shipment details, and ensure shipments are on track.
Process Optimization:
Streamline and innovate new processes for all worldwide Customer Service (CS) locations to enhance efficiency.
Oversee the creation and maintenance of third-party vendor ePOs, ensuring proper approvals.
Approve and validate 'sold through' Corning Inc invoices for accuracy.
Compliance & Order Fulfillment:
Ensure compliance with customs regulations for international shipments and assist with any necessary documentation (e.g., stamping).
Handle credits, rebates, and RMAs for fiber-related issues and price changes, keeping the system up-to-date.
Customer Communication & Order Tracking:
Develop in-depth product and pricing knowledge to generate RFQs and quotes.
Utilize order and shipment reports to ensure promised ship dates and take proactive steps if delays occur.
Track shipments to ensure on-time delivery and communicate updates with customers as necessary.
Respond promptly (within 24 hours) to customer inquiries regarding orders, Fiber Data Delivery (FDD), and product information.
Collaboration & Relationship Building:
Build strong, collaborative relationships with key departments such as Planning, Shipping, QA, IT, Finance, Commercial Ops, and more.
Work closely with Commercial Ops and customers to resolve payment discrepancies.
Support the sales team with relevant data, analysis, and reports.
Project & Team Collaboration:
Take initiative on project work and collaborate on business teams to drive growth and innovation.
Support cross-functional efforts to optimize team performance.
What You Bring to the Team:
Required Skills:
Meticulous Attention to Detail: Every task matters and your ability to ensure accuracy is key.
Excellent Time Management: Prioritize effectively, juggle multiple tasks, and keep everything running smoothly.
Team Player: You thrive in collaborative environments and can adapt in a dynamic, fast-paced setting.
Exceptional Communication Skills: Whether verbal or written, you communicate clearly and effectively.
Problem Solving: You're proactive, organized, and bring strong analytical skills to resolve issues quickly.
Tech-Savvy: You are proficient in Microsoft Outlook, Teams, Word, and SharePoint.
Desired Skills:
Familiarity with PeopleSoft and SAP order fulfillment systems.
Knowledge of Optical Fiber's internal processes and Corning corporate practices.
Ability to lead and embrace change within a team.
Strong Excel skills for reporting and data management.
Soft Skills:
Positive Attitude: A can-do mindset that inspires others.
Results-Driven: You focus on achieving your goals with a sense of urgency and passion.
Self-Starter: You take initiative and thrive when given the chance to lead.
Confidence: You bring self-assurance and clarity to your work.
Travel Requirements:
Minimal travel required, with occasional trips to U.S. plants or domestic customer sites.