Customer Service Coordinator

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 PeopleSoft (PS) as well as SAP order management systems (depending upon source location)
• Create templates in Origin Manager for each ship from location to each customer
• 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’ Corning 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.)
• Aid other 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 Corning’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
• 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 PeopleSoft and SAP order fulfillment systems, processes, and related Corning 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