Customer Service Coordinator II
2 days ago
Manage assigned domestic and international customers to execute error-free transactions. Receive, validate, and enter customer orders accurately and timely using both Optical Fiber's PeopleSoft (PS) and SAP order management systems. For export orders or NA orders sourced from an offshore location, creation of orders includes a sizable logistics component using 'Origin Manager'. Maintain existing and create new processes for all WW CS locations. Create and maintain ePOs for third-party vendors and ensure proper approvals. Approve all sold through' Client's invoices and review to confirm details are correct. Follow specific, detailed processes for orders shipping to designated locations, ensuring adherence to customs regulations. Assist other Optical Fiber Customer Service (CS) groups around the world as needed with their responsibilities. Create and issue credits/rebates for any fiber issues, price changes, etc., and update the RMA system to then close out RAs created for said credit/rebate. Build product and pricing knowledge to support the generation of an RFQ and quote. Use open order and shipment reports to ensure customers' Requested Ship Date and Client's Promise Date are adhered to and when they are not, take appropriate proactive actions. Track shipments to ensure they arrive to the customer when promised and implement corrective actions when necessary. Create and maintain customer profiles and buying agreements into COF and Corporate PeopleSoft systems and interact with COF Commercial Ops to ensure they remain current. Ensure OptoCommerce® Fiber Data Delivery (FDD) is available for all customer shipments when required. Respond to customer inquiries within 24 hours regarding order, FDD, and general product information. Build technical product knowledge to respond to customer inquiries and recommend fiber products based on customer requirements. Develop and maintain effective working relationships with Planning, Shipping, QA, IT, Finance, Commercial Ops, Corporate Transportation, Corporate Credit, Customer Billing, Freight Forwarders, and external customers. Work with customers and Commercial Ops to resolve all customer payment discrepancies. Take on project work as deemed necessary and/or participate on business teams as required. Support sales team as required with various analysis/reports.
Key Responsibilities:
• Manage assigned domestic and international customers to execute error-free transactions.
• Receive, validate, and enter customer orders accurately and timely using both Optical Fiber's PeopleSoft (PS) and SAP order management systems.
• For export orders or NA orders sourced from an offshore location, creation of orders includes a sizable logistics component using 'Origin Manager':
- Create templates in Origin Manager for each ship from location to each customer.
- Reference routing guide to select proper carriers and request new quotes from the Global Logistics Organization (GLO) team as needed.
- Gather all shipment weights/dims, customer details, and plant details to create bookings in Origin Manager.
• Maintain existing and create new processes for all WW CS locations.
• Create and maintain ePOs for third-party vendors and ensure proper approvals.
• Approve all 'sold through' Client's invoices and review to confirm details are correct.
• Follow specific, detailed processes for orders shipping to designated locations, ensuring adherence to customs regulations.
• Assist other Optical Fiber Customer Service (CS) groups around the world as needed with their responsibilities.
• Create and issue credits/rebates for any fiber issues, price changes, etc., and update the RMA system to then close out RAs created for said credit/rebate.
• Build product and pricing knowledge to support the generation of an RFQ and quote.
• Use open order and shipment reports to ensure customers' Requested Ship Date and Client's Promise Date are adhered to and when they are not, take appropriate proactive actions.
• Track shipments to ensure they arrive to the customer when promised and implement corrective actions when necessary.
• Create and maintain customer profiles and buying agreements into COF and Corporate PeopleSoft systems and interact with COF Commercial Ops to ensure they remain current.
• Ensure OptoCommerce® Fiber Data Delivery (FDD) is available for all customer shipments when required.
• Respond to customer inquiries within 24 hours regarding order, FDD, and general product information.
• Build technical product knowledge to respond to customer inquiries and recommend fiber products based on customer requirements.
• Develop and maintain effective working relationships with Planning, Shipping, QA, IT, Finance, Commercial Ops, Corporate Transportation, Corporate Credit, Customer Billing, Freight Forwarders, and external customers.
• Work with customers and Commercial Ops to resolve all customer payment discrepancies.
• Take on project work as deemed necessary and/or participate on business teams as required.
• Support sales team as required with various analysis/reports.
Required Qualifications:
• Associate degree minimum required.
• 2+ years of experience in Customer Service/Corporate environment.
• Exceptional attention to detail in every aspect of work.
• Effective task prioritization with ability to multi-task.
• Strong team skills and able to work in a highly dynamic environment.
• Outstanding verbal and/or written communication with the ability to express ideas clearly and precisely.
• Passionate about quality and customer focus.
• Strong organizational skills and solid problem-solving abilities.
• Proficient people skills.
• Proficient in Microsoft programs such as Outlook, Teams, Word, & SharePoint.
Desired Qualifications:
• Knowledge of both Optical Fiber's PeopleSoft and SAP order fulfillment systems, Optical Fiber's processes, and related Client's corporate processes.
• Proactively and positively supports change and can lead change when required.
• Motivated team player and works effectively in a close-knit team.
• Ability to manage and prioritize multiple tasks/projects.
• Proficient in Excel.
Soft Skills:
• Positive attitude.
• Results-oriented.
• High self-confidence.
• Takes initiative when opportunities arise.
Travel Requirements:
• Minimal to None. (Possible trips to US Plants or domestic customers when opportunity arises.)
Education: Bachelors DegreeLearn More
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