Customer Service Representative

1 month ago

Corning, United States Compunnel Inc. Full time

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.

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