What We’re Looking For:
- Education: Associate Degree (minimum required)
- 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.
