Customer Care Specialist

Requisition Number: 64152

 

Corning is vital to progress – in the industries we help shape and in the world we share.

 

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

 

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers. 

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

 

Scope of Position

A Customer Care Specialist role is integral in ensuring that the company provides the highest quality of support to its customers. The successful candidate will be customer-focused, detail and process-oriented, and driven to achieve customer satisfaction. They will demonstrate proficiency in navigating intricate environments and integrate well with our organizational ethos and values. Ideally, they will strive to grow within the organization.

 

Required Qualifications:

• High school diploma, associate or bachelor’s degree.
• Proven experience in a customer facing role. Experience in manufacturing desired.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proven critical and analytical thinking as well as excellent organizational skills.
• Proficiency in using customer management software and other computer systems.
• SAP Knowledge desired.
• Ability to handle difficult customers with diplomacy and professionalism.
• Ability to work independently and as part of a team.

 

Day to Day Responsibilities: 

• Assist Customers: Timely response to customer inquiries (i.e. quotations, orders, complaints, information requests, etc.) via phone and email, ensuring that all their questions and issues are addressed promptly and professionally. Competency with flexing across customers, markets, and segments.
• Resolve customer issues: Investigate, troubleshoot, and resolve any issues or complaints raised by customers, including coordinating with all required internal departments (Technical Support, Quality, Supply Chain etc.).
• Coordinate with Other Departments: Work closely with other departments, such as Sales, Technical Support, Product Line Management, Data Management Organization, etc., to ensure that customer requests are handled effectively.
• Maintain Customer Records: Keep accurate records of all customer interactions, detailing inquiry, complaint, or request, as well as actions taken.
• Improve Customer Experience: Identify trends in customer feedback and recommend process and/or service improvements. This could also involve developing and implementing new procedures.
• Product Knowledge: Maintain a deep understanding of the company's products and services to provide accurate information to customers.
• Compliance: Ensure compliance with company policies and industry regulations. Participation in training, testing, and project related activities as identified.

 

This position does not support immigration sponsorship.  

 

The range for this position is  $36,254.00   -  $49,850.00 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 dem