Staffing - Customer Service Coordinator I

Scope of Position

We look for you to act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of Corning Life Sciences employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support.

Day To Day Responsibilities

• Handle incoming high order volume received via phone and email.
• Handle high volume of Case Management related to inquiries and orders in SalesForce.com.
• Interact daily with internal/external contacts using multiple systems to ensure accurate information.
• Provide information and Accurate Order Entry/Order Management for a large customer base related to inventory, pricing, technical inquires, and shipping information.
• Dedicatedly initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
• Absorb complaints processed by the Complaint team.
• Maintain and update dealer/customer profiles and confirm that the PeopleSoft notes, payment terms, carrier, and freight terms match the profile.
• Follow up with New Accounts team on necessary account set up changes.
• Responsible for ensuring 100% follow-up to customers internally and externally.
• Attend Product/Technical training as scheduled.

Required Education

A high school graduate or equivalent.

Years And Area Of Experience

2+ years of cross functional commercial or customer service experience.

Required Skills

• Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.
• On time attendance.
• Excellent professional verbal and written communication skills.
• Proficiency with Word, Excel, E-mail, Web.
• Can type at a 50-WPM average.
• Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.
• Ability to meet or exceed Department Metrics.
• Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.

Desired Experience / Qualifications / Skills

• Experience in the Life Science industry or related field.
• Experience with PeopleSoft Order Management or a comparable system.
• Experience with SalesForce.com case management.
• Call center experience.