Customer Service Coordinator II

For export orders or NA orders sourced from an offshore location, creation of orders includes a sizable logistics component using Origin Manager: Create templates in Origin Manager for each ship-from location to each customer. 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.

Job Title: Customer Service Coordinator II
Location: Corning, NY 14831
Duration: 12 Months (possible extension)
Pay: $21/hr on w2.
 
Job Description:
Education

• Associate degree or similar relevant work experience required.

Experience

• 2+ years of experience required.
• Manager has 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, creation of orders includes a sizable logistics component using Origin Manager:
• Create templates in Origin Manager for each ship-from location to each customer.
• Reference routing guide to select proper carriers and request new quotes from the Global Logistics Organization (GLO) team as needed.
• Gather all shipment weights/dimensions, 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" client’s 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.).
• Assist other Optical Fiber Customer Service (CS) groups around the world 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 the generation of RFQs and quotes.
• Use open order and shipment reports to ensure customers' Requested Ship Dates and Client’s Promise Dates are adhered to, taking proactive action when needed.
• Track shipments to ensure they arrive as promised and implement corrective actions when necessary.
• Create and maintain customer profiles and buying agreements in COF and Corporate PeopleSoft systems and interact with COF Commercial Ops to keep them current.
• Ensure OptoCommerce® Fiber Data Delivery (FDD) is available for all customer shipments when required.
• Respond to customer inquiries within 24 hours regarding orders, 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 customer payment discrepancies.
• Support the sales team with various analyses/reports as required.
• Take on project work as deemed necessary and/or participate on business teams as required.

Required Skills

• Exceptional attention to detail in every aspect of work.
• Effective task prioritization with the ability to multi-task.
• Strong team skills and ability to work in a highly dynamic environment.
• Outstanding verbal and written communication skills 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 Outlook, Teams, Word, and SharePoint.

Desired Skills

• Knowledge of Optical Fiber’s PeopleSoft and SAP order fulfillment systems, Optical Fiber’s processes, and related client’s corporate processes.
• Proactively and positively supports change and can lead change when required.
• Motivated team player who 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.

Travel Requirements

• Minimal to none (possible trips to US plants or domestic customers when opportunities arise).