Customer Service Coordinator II

Job Title: Customer Service
Location: Corning, NY (14831)
Pay: $21/hr on w2
Duration: 12 months, possibility of extension
 
Possible travel to US plants or domestic customers as opportunities arise.
 
Job Description:
Education:

• Associate degree or similar relevant work experience required

• 2+ years. Managers have a strong preference for candidates with 2+ years of experience in Customer Service / Corporate environment.

• 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) and SAP order management systems (depending upon source location).
• For export orders or NA orders sourced from an offshore location, create orders using Origin Manager by:
• Creating templates for each ship-from location to each customer.
• Referencing routing guides to select proper carriers and requesting new quotes from the Global Logistics Organization (GLO) team as needed.
• Gathering shipment weights/dimensions, customer details, and plant details to create bookings in Origin Manager.
• Maintain existing and create new processes for all WW CS locations as needed.
• Create and maintain ePOs for third-party vendors and ensure proper approvals.
• Approve all “sold through” Client's invoices and review details for accuracy.
• Follow detailed processes for orders shipping to designated locations while ensuring adherence to customs regulations.
• Assist other Optical Fiber Customer Service (CS) groups globally as needed.
• Create and issue credits/rebates for fiber issues, price changes, etc., and update the RMA system to close related RAs.
• Build product and pricing knowledge to support RFQ and quote generation.
• Use open order and shipment reports to ensure customer Requested Ship Dates and client's Promise Dates are met; take proactive action when needed.
• Track shipments to ensure on-time delivery and implement corrective actions when necessary.
• Create and maintain customer profiles and buying agreements in COF and Corporate PeopleSoft systems.
• Coordinate with COF Commercial Ops to ensure customer information remains current.
• Ensure OptoCommerce® Fiber Data Delivery (FDD) is available for all required customer shipments.
• Respond to customer inquiries within 24 hours regarding orders, FDD, and 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 payment discrepancies.
• Support sales teams with analysis and reporting as required.
• Participate in project work and business teams as needed.

• Effective task prioritization and multitasking ability.

• Strong team collaboration skills in a dynamic environment.
• Excellent verbal and written communication skills.
• Strong customer focus and commitment to quality.
• Strong organizational and problem-solving abilities.
• Proficient interpersonal skills.
• Proficiency in Microsoft Outlook, Teams, Word, and SharePoint.

• Knowledge of Optical Fiber’s PeopleSoft and SAP order fulfillment systems, Optical Fiber processes, and related Client's corporate processes.
• Ability to proactively support and lead change when required.
• Motivated team player who works effectively in a close-knit team.
• Ability to manage and prioritize multiple tasks/projects.
• Proficiency in Microsoft Excel.