Customer Service Operations Specialist

Corning Incorporated; Tewksbury (MA); On-site; USD 64,000 - 88,000; Full time

Benefits offered by this job

Bonuses and incentives

Company pension

401(k) matching

Job summary

Corning Incorporated in the United States seeks a customer service specialist to be the first line of contact for North American customers. You will handle high-volume inquiries, ensure accurate order entry, and collaborate with multiple teams to deliver world-class service.

You will use Salesforce.com and PeopleSoft for case management and order processing, maintain diligent follow-up, and participate in training to stay current with products and policies.

Qualifications

• Associate degree required.
• 3+ years customer service experience (desired) or 5+ years of call center experience.
• Ability to handle high work volume in a fast-paced environment.
• Excellent verbal and written communication skills.
• Proficient with Word, Excel, E-mail.
• Can type at a 50-WPM average.
• Customer-focused, detail oriented and problem solver.
• Ability to meet department metrics.
• Adaptable in a rapidly changing environment.

Responsibilities

• Handle high order volume via phone and email.
• Manage cases in SalesForce.com.
• Interact with internal/external contacts using multiple systems.
• Provide information and accurate order entry for inventory, pricing, shipping.
• Initiate corrective actions for customer accommodations.
• Assist with complaints processed by the Complaint team.
• Follow up on account setup changes with New Accounts team.
• Ensure 100% follow-up to customers.
• Attend Product/Technical training as scheduled.

Skills

Customer service

Call center

Communication

Typing 50 WPM

MS Office

Education

Associate degree

Bachelor's degree in life sciences

Tools

SalesForce.com

PeopleSoft

Job description

The company built on breakthroughs. Join us.Corning is 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.

Requisition Number: 78794

How do we do this? With our people. They break through limitations and expectations– not once in a career, but every day. They help move our company, and the world, forward. 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. Come break through with us. As a leading developer, manufacturer, and global supplier of scientific laboratory products for 100 years, Corning’s Life Sciences segment collaborates with researchers seeking new approaches to increase efficiencies, reduce costs and compress timelines in the drug discovery process. Using unique expertise in the fields of materials science, surface science, optics, biochemistry and biology, the segment provides innovative solutions that improve productivity and enable breakthrough discoveries.

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

• Bachelores 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.

A job that shapes a life.

Corning offers you the total package.

• 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.
• Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

• 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, Corning provides company matching contributions to your 401(k) savings plan of up to 4% of pay when you contribute at least 6% of pay.
• 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 [e-mail] .