Customer Operations Specialist

Overview

Requisition Number: 72836

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. Our people 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. Come break through with us.

Our Optical Communications segment has evolved to provide industry-leading optical solutions across the broader communications industry. The segment is classified into two main product groupings – carrier network and enterprise network. The carrier network group focuses on optical-based communications infrastructure for services such as video, data, and voice communications. The enterprise network group focuses on optical-based communication networks sold to businesses, governments, and individuals.

In the Customer Operations organization, the Customer Operations Specialist role is integral in ensuring the company provides the highest quality of support to its customers. The successful candidate will be customer-focused, a detail-oriented problem solver, process-oriented, and driven to achieve customer outcomes. They will demonstrate proficiency in navigating intricate environments and live our organizational ethos and values. Ideal candidates will possess a natural drive to leverage the many growth opportunities available within the organization.

In addition to the aforementioned skills and qualifications, we are looking for a Customer Operations Specialist who is personable with excellent interpersonal skills. The candidate should be able to build positive relationships with customers and provide exceptional customer service. They should be patient and empathetic when dealing with customer inquiries or concerns. A personable Operations Specialist will be able to effectively communicate with customers, address their needs, and provide a positive experience throughout the entire customer encounter.

This personal touch is essential in creating long-term customer satisfaction and loyalty.

• Associate’s, Bachelor’s degree or a minimum of 3+ years Customer Service experience

• Proven experience in a customer facing role.
• 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.
• Ability to handle difficult customers with diplomacy and professionalism.
• Ability to work independently and as part of a team.

• Proficiency in using customer management software and other computer systems, including Salesforce.
• SAP knowledge desired.
• Proven experience in a customer facing role in the manufacturing industry.
• Fluency in the Spanish language.

• Assist Customers:
  Timely response to customer inquiries (quotations, orders, complaints, information requests, etc.) via phone and email, ensuring that all 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).
• Coordinate with Other Departments:
  Work closely with other departments, such as Sales, Technical Support, Product Line Management, Data Management Organization, 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…