Customer Process Specialist

Corning•Vineland, NJ

5d•$67,237 - $92,451•Onsite

About The Position

Corning is a world leader in glass, ceramic, and materials science, known for its innovation across various industries. The company is seeking a Customer Process Specialist to provide front-line support for customer inquiries and issues related to quality and regulatory matters. This role acts as a liaison between customers and internal Corning departments, with global responsibility for managing customer change notifications and reviewing Quality Agreements to ensure commitments are met. The specialist will also support projects and ongoing processes within Quality and Regulatory Services (QRS).

Requirements

Bachelor’s degree in Life Sciences, Chemistry or Engineering or related field of study.
At least 2-4 years of work experience in a customer facing role
Demonstrated knowledge of quality and regulatory practices strongly encouraged
Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly
Skilled in all Microsoft Office applications. Knowledgeable in use of Sharepoint, salesforce.com and PeopleSoft. Ability to quickly learn and adapt to new systems.
Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries
Experience designing and maintaining reports and metrics
Courteous, articulate and professional oral and written communication skills

Nice To Haves

Ability to work under pressure while maintaining professional and positive composure
Ability to apply good judgment and business acumen
Desire to anticipate, meet and exceed the expectations and needs of our customers
Positive attitude and outlook
Proven track record of positive customer interaction and teamwork
Ability to handle proprietary and delicate situations appropriately, positively and professionally
Capability to effectively and professionally communicate with customers and colleagues from various regions and industries

Responsibilities

Manage all customer communications regarding change notifications and other related inquiries for North America internal and external customers.
Act as liaison between customers and commercial, business, engineering and other departments as needed at Corning.
Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction.
Manage global customer change control notifications for all manufacturing sites.
Writing and sending completed change notification letters to customers.
Maintenance of customer change notification program including tracking, prioritizing and documenting all customer change notifications.
Drive process performance to prioritize and complete customer notifications in a timely manner as to implementation dates of change implementation.
Work with the regulatory team to provide communications/notifications to customers, as needed, due to field actions.
Prioritizes and escalates key customer and urgent inquiries to the correct department as needed.
Reporting of metrics for change notification system.
Support of customer communications regarding complaints and audit requests.
Facilitate customer audit requests working with customers and Plant Quality to schedule on-site and remote audits.
Assure that all necessary components and agreements are in place prior to customer audit.