Job Description

Job Title: Customer Service Coordinator II

Location: Corning, NY 14831

Duration: 365 days

Note : Shortlisting 5/22. Travel Requirements: Minimal to None. (Possible trips to US Plants or domestic customers when opportunity arises).

Summary of Job:

Manage assigned domestic and international customers to execute error free transactions. Support customer order management, logistics coordination, shipment tracking, customer inquiries, credits/rebates, RFQs, reporting, and collaboration with cross-functional teams while ensuring adherence to customer requirements and corporate processes.

Must-have/Required skills:

• Associate degree or similar relevant work experience 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 ability 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
• Ability to manage assigned domestic and international customers
• Ability to receive, validate and enter customer orders accurately and timely using PeopleSoft and SAP order management systems
• Ability to track shipments and implement corrective actions when necessary
• Ability to respond to customer inquiries within 24 hours regarding orders, FDD and product information
• Ability to develop and maintain effective working relationships with cross-functional teams and external customers

Nice-to-have skills:

• Knowledge of Optical Fiber's PeopleSoft and SAP order fulfillment systems, Optical Fiber's processes, and related 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
• Ability to build technical product and pricing knowledge to support RFQs and quotes

Key responsibilities and duties:

• Manage assigned domestic and international customers to execute error free transactions.
• Receive, validate and enter customer orders accurately and timely using PeopleSoft and SAP order management systems.
• Create templates in Origin Manager for each ship from location to each customer.
• Reference routing guides to select proper carriers and request new quotes from the Global Logistics Organization team as needed.
• Gather shipment weights/dimensions, customer details, and plant details to create bookings in Origin Manager.
• Maintain existing and create new processes for worldwide Customer Service locations as needed.
• Create and maintain ePOs for third party vendors and ensure proper approvals.
• Approve all sold through 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 Customer Service groups around the world as needed with their responsibilities.
• Create and issue credits/rebates for fiber issues, price changes, etc. and update the RMA system.
• Build product and pricing knowledge to support the generation of RFQs and quotes.
• Use open order and shipment reports to ensure Requested Ship Dates and Promise Dates are adhered to and take proactive actions when needed.
• 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 in PeopleSoft systems.
• Ensure OptoCommerce Fiber Data Delivery 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 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 customer payment discrepancies.
• Support sales team with various analysis and reports.
• Take on project work and participate on business teams as required.

Soft Skills:

• Positive attitude
• Results-oriented
• High self-confidence
• Takes initiative when opportunities arise

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