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Manager, Americas Customer Care

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Date: Aug 3, 2022

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 56539

 

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.

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

 

 

Scope of Position: Manages the day-to-day operations of customer care team for the Americas (US, Canada, Central & Latin America excluding Brazil) for the Optical Commercial Organization. Directs activities focused on delivering superior service to the customer, efficient order processing, and increased sales revenue. Establishes a diverse, well-trained workforce aligned to the customers and markets they support and who serves as a robust resource feeder pool into the organization.

 

Experiences / Education Required:

  • Education: Bachelors’ degree in business or technical field
  • 10+ years Commercial/PLM/Supply Chain experience
  • Experience driving organizational change (people, process, technology)
  • Experience managing diverse levels of experience.
  • Ability to identify and develop talent.
  • 100% fluent in English. Excellent verbal/written skills
  • Must be able to effectively communicate across functions
  • Displays high energy, strong interpersonal skills, emotional intelligence, and appropriate sense of urgency
  • Ability to drive business process improvements
  • Ability to manage a high-volume department
  • Proficient in Microsoft applications; must be proficient in Microsoft Excel
  • Operational knowledge of Order to Cash processes – pre-sales, order fulfillment, pricing, supply chain, outbound logistics and billing

 

Key Responsibilities:

  • Manages team of 5 supervisors and 80-90 agents responsible for accurate and timely responses to customer inquiries, manning corporate switchboard for Charlotte HQ, order processing, and accounts receivable support.
  • Partners with Program Management, Implementation Specialists and Sales to develop solutions and communities of practice focused on improving the customer experience through proactive engagement.
  • Develops strategic direction and executes initiatives to deliver upon key performance indicators aligned to service strategy deployment, including automation and digital capabilities to reduce effort and improve service.
  • Ensures hiring, onboarding, training, and integration of diverse talent pool, equipped to deploy knowledge, experience, and technology to broker information in customer support activities.
  • Leads by example a dynamic and diverse service organization through constantly shifting internal and external influences.
  • Proactively define, prioritize and align resources to support and service our customers.
  • Oversees personnel issues relating to performance, attendance, and individual and team workload balancing. Ensure team structure most effectively aligns with commercial organization for optimal sales support.
  • Develops pipeline of talent to broaden and accelerate career development experiences within the department, global customer experience, and broader Corning organization. Provides opportunities to stretch and grow resources. Mentors department supervisors.
  • Champions continuous improvement through the iKaizen program, automation of task-related activities, and the performance excellence platform. Is an advocate for change.
  • Acts as extension of sales team and as liaison to product line management and supply chain organizations to escalate and communicate roadblocks relating to the order-to-cash pipeline.
  • Represents voice of customer on key initiatives including system changes/upgrades, process changes, customer acquisitions, etc.

 

Desired Skills:

  • Knowledge of Corning products and markets
  • Operational knowledge of Salesforce Service Cloud and SAP
  • Management experience in business-to-business environment

 

Performance Metrics:

  • Meeting global customer experience scorecard
  • Customer effort score (CES)
  • First contact resolution (FCR)
  • Touchless order processing
  • Transactional productivity

 

This position does not support immigration sponsorship.

 

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: Charlotte