Customer Service Coordinator II

9 hours ago

Corning, United States Integrated Resources, Inc Full time
Job Title: Customer Service Coordinator II
Location: Corning, NY
Contract: 6+ Months – 12+ Months (Contract with possible extension)
 
Pay Range : $17 - $20/hr. on W2
 
Job Description:
Day to Day 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) as well as Optical Fiber’s SAP order management systems (depending upon source location).
  • 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 teach 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 (as needed) 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 Inc invoices and review to confirm details are correct.
  • Follow specific, detailed processes for orders shipping to designated locations, ensuring adherence to customs regulations. (Stamping, etc.)
  • 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.
  • Supports sales team as required with various analysis/reports
 
Required Skills:
  • 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 Skills:
  • Knowledge of both Optical Fiber’s PeopleSoft and SAP order fulfilment systems, Optical fiber’s processes, and related Client 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
 
 

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