Customer Process Specialist

Key Responsibilities

• Manage all customer communications regarding change notifications and other related inquiries for North America internal and external customers.
• Act as liaison between customers and commercial, business, engineering and other departments as needed at Corning.
• Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction.
• Manage global customer change control notifications for all manufacturing sites.
• Writing and sending completed change notification letters to customers.
• Maintenance of customer change notification program including tracking, prioritizing and documenting all customer change notifications.
• Drive process performance to prioritize and complete customer notifications in a timely manner as to implementation dates of change implementation.
• Work with the regulatory team to provide communications/notifications to customers, as needed, due to field actions.
• Prioritizes and escalates key customer and urgent inquiries to the correct department as needed.
• Reporting of metrics for change notification system.
• Support of customer communications regarding complaints and audit requests.
• Facilitate customer audit requests working with customers and Plant Quality to schedule on-site and remote audits.
• Assure that all necessary components and agreements are in place prior to customer audit.

Experiences/Education

• Required: Bachelor’s degree in Life Sciences, Chemistry or Engineering or related field of study. At least 2-4 years of work experience in a customer facing role.
• Demonstrated knowledge of quality and regulatory practices strongly encouraged.
• Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly.
• Skilled in all Microsoft Office applications. Knowledgeable in use of Sharepoint, salesforce.com and PeopleSoft.
• Ability to quickly learn and adapt to new systems.
• Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries.
• Experience designing and maintaining reports and metrics.
• Courteous, articulate and professional oral and written communication skills.