Customer Service Operations Specialist
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
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.
Benefits
- Company-wide bonuses
- Long-term incentives
- 100% company-paid pension benefit with fixed contributions that grow throughout your career.
- Matching contributions to your 401(k) savings plan
- Medical insurance
- Dental insurance
- Vision insurance
- Paid parental leave
- Family building support
- Fitness
- Company-paid life insurance
- Disability insurance
- Disease management programs
- Paid time off
- Employee Assistance Program (EAP)
- Recognition program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
