Massachusetts Green Jobs

Customer Care Specialist

Date: Nov 23, 2023

Location: Tewksbury, MA, US, 01876

Company: Corning

Requisition Number: 61549

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.

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.

Scope:

Responsible for providing pre-sales and post-sales service to multiple key customers/distributors. Acts as liaison between customers and manufacturing, sales, field service, order processing and accounting

to resolve status, production, delivery, and billing inquiries. Expedites service and repairs. Major contributor to our customer-centric approach; responsible for enhancing customer satisfaction, driving business growth, and strengthening long-term relationships.

Required Qualifications:

• Associate’s degree with minimum 3+ years of customer service experience. Or Bachelor's degree in lieu of experience

• Excellent professional verbal and written communication skills

• Proficiency with Word, Excel, E-mail, Web

• Customer focused, detail oriented, and effective problem solver who can independently seek a timely resolution

• Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement

Day to Day Responsibilities:

• Triage and manage direct correspondence with our most business-critical customers

• Run and maintain weekly open order reports

• Proactively identify gaps in demand and address with internal groups

• Run scheduled weekly meetings with customers

• Set goals and create projects to address monthly/quarterly Supplier Scorecard metrics

• Quickly address concerns or issues that may arise

• Work hand in hand with internal groups to ensure business continuity for our customers

• 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 customer base related to inventory, pricing, technical inquires, and shipping information.

• Perform prioritization and allocation of orders

• Troubleshoot system error codes and correct as necessary

• Initiation of the complaint in Case Management; followed by entry of replacement orders, return authorizations, credit initiations in ERP system.

• Initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.

• Assist with customer complaints processed by the Complaint team as necessary

• Maintain and update customer profiles and confirm that the PeopleSoft notes, payment terms, carrier, and freight terms match the profile.

• Follow up with Data Management team on necessary account set up changes.

• Responsible for ensuring follow-up to customers internally and externally from start to finish.

• Perform tasks and functions directed by Customer Service Supervisor

Hours of work/work schedule/flex-time:

• Monday through Friday, 8 hours/day between the hours of 8:00am and 6:00pm

Desired Qualifications:

• Customer service, materials planning, or procurement background

• Experience in the Life Science industry or related field

• Experience with PeopleSoft/Oracle and/or SAP Order Management or a comparable system

• Experience with PowerBI

• Experience with SalesForce.com case management

This position does not support immigration sponsorship.

The range for this position is $45,990.00 - $63,236.00. 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. The benefits available for this position include medical, dental, vision, 401(k) plan, pension plan, life insurance coverage, disability benefits, and PTO.

​Corning Puts YOU First!

We are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at Corning.

• Our monetary peer-to-peer recognition program is tied to ourand celebrates you and your colleagues’ contributions.

• Health and well-being benefits include medical, dental, vision, paid parental leave, mental health/substance use, fitness, and disease management programs.

• Financial benefits include a 401(k) savings plan with company matching contributions and a 100% company-paid pension benefit that grows steadily throughout your career.

• Companywide bonus and attractive short- and long-term compensation programs are available based on your role and responsibilities.

• Professional development programs help you grow and achieve your career goals.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at.

Nearest Major Market: Boston