Customer Service Operations Specialist

Customer Service Operations Specialist

Join Corning, one of the world's leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what's possible. At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Role Purpose: In this role, you will 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. Attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while assuring that our goal of world-class customer service is met. Perform the full scope of customer service tasks including; problem solving, trouble shooting, negotiating and cultivating excellent relationships with customers and co-workers. Have a full understanding of department and company procedures and policies and the ability to promote Corning Life Sciences image in a positive manner and to led by example.

Key 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.
• Assist with complaints processed by the Complaint team.
• 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.

Experiences/Education - Required: Associate degree required 3+ years customer service experience (desired) or 5+ years of call center experience. 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.

Experiences/Education - Desired: Bachelor's degree desired in life science field 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. Ability to work independently in a team environment and easily collaborate when necessary. Positive, enthusiastic and high energy. Dependable, committed, reliable and high work ethic. Ability to develop excellent relationships.

This position does not support immigration sponsorship. The range for this position is $64,064.00 - $88,088.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

Corning offers you the total package. Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one. Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win. As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning's total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service. Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status. Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at View email address on click.appcast.io.