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
Experience:
- 2+ years. Managers have a strong preference for candidates with 2+ years of experience in Customer Service / Corporate environment.
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 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.
Required Skills:
- 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.
Desired Skills:
- 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.
