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Customer Service Supervisor - Canton, NY

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Date: Jul 15, 2021

Location: Canton, NY, US, 13617

Company: Corning

Requisition Number: 47802


Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

The Specialty Materials segment manufactures products that provide more than 150 material formulations for glass, glass ceramics and fluoride crystals to meet demand for unique customer needs. Consequently, this segment operates in a wide variety of commercial and industrial markets that include display optics and components, semiconductor optics components, aerospace and defense, astronomy, ophthalmic products, telecommunications components and cover glass that is optimized for portable display devices.


Purpose of Position:

Responsible for both performing and supervising day-to-day customer service operations including order entry, communication of delivery status, product returns, billing questions, collaborate with manufacturing, planning, accounting, and sales, and other requirements as needed. The position is responsible for the leadership, coaching, and development of a team of customer service representatives. The position will lead by example and drive a focus on delighting our customers and ensuring process excellence.

Major Responsibilities:

  • Ensure timely order entry and coordination of response to customers.
  • Maintain proper department coverage for order management, including vacation time to ensure adequate ongoing coverage of work.
  • Monitor performance and attendance. Take actions to address issues, as necessary
  • Ensure any customer complaints received are processed in a timely and proper manner.
  • Ensure the process SOP’s for the customer service function are documented and kept updated.
  • Interact constructively across functions to ensure performance and continuous improvement opportunities are taken.
  • Monitor and report on critical metric stats for order management.
  • Drive process improvements to streamline processes and better meet customer needs.
  • Provide consistent leadership and serve as a role model for the customer service department through demonstrated exemplary behavior in the management of both task and people skills.
  • Conduct Performance Reviews for direct reports. Establish development plans and support career development.
  • Effectively coach and develop team members.
  • Take an active part in effective recruiting and integration of new hires.
  • Ensure proper training plans are in place to ensure policies and procedures are understood and executed effectively by customer service employees.
  • Maintain effective, regular communication with all other functions and the business team.
  • Represent Customer Service on key cross-functional teams

Education & Experience:

  • We require a Bachelors Degree
  • We are seeking 5+ years of customer service in a business-to-business environment
  • 2+ years supervisory experience
  • Knowledge of manufacturing fundamentals.
  • Business systems especially PRISM and SAP.
  • Strong knowledge of order management process
  • Prioritize and effectively manage time
  • Handle stressful environment and multi-task
  • Coach others
  • Able to deliver bad news in a good way
  • Excellent written and verbal communications
  • Perseverance and patience
  • Ability to effectively identify, hire and integrate new talent
  • Microsoft Excel, Microsoft Word, Typing accuracy
  • Works without direct supervision and sets own work priorities directly within the context of the position.
  • Desire to “roll up sleeves” to work directly with customers and internal project teams.
  • Well organized, process oriented, has systematic approach to problem solving.
  • Ability to adapt quickly and demonstrate flexibility in the face of changing/evolving priorities.

Key Decision Areas:

  • Raise internal awareness of any events likely to cause customer dissatisfaction.
  • Hiring of personnel and division / daily management of group responsibilities.

Indicator for Performance Evaluation:

  • Timeliness and accuracy of order entry, customer responses, and reports.
  • Formal and informal customer feedback.

People Responsibilities:

  • Direct Responsibility
  • Customer Service Personnel


This position does not support immigration sponsorship.


Corning offers a competitive salary, vacation, pension, and family medical leave.


Are you ready to start an exciting career with Corning, Inc.? Apply today!


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. Please contact us to request accommodation.

Nearest Major Market: Massena