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Shared Services Customer Care Coordinator

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Date: Nov 5, 2020

Location: Corning, NY, US, 14831

Company: Corning

Requisition Number: 42730

 

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.

 

 

Scope of Position:

Corning Shared Services (CSS) supports Corning’s global operations and delivers profitable growth through evolving processes, ensuring compliance, and executing vital transactions. CSS has a leading role for supporting Operations regarding with new projects, process, and organizational model transformation. The Customer Care Coordinator will be responsible for engaging with internal and external customers, driving issue resolution, and supporting the broad customer needs of the CSS service portfolio.

 

Specifically, this role will:

  • Provide daily operational and functional support through customer engagement and issue resolution
  • Drive complex operational process issues to closure
  • Investigate and identify root-cause issues self-identified or highlighted by customers
  • Engage across the CSS service portfolio to proactively understand and meet customer needs
  • Build cross stream knowledge across the CSS service portfolio

 

Day to Day Responsibilities:

  • Supports complex operational processes
  • Provides support for inquiries, issues, and requests from assigned areas
  • Assist operations in achieving and maintaining compliance with policies, procedures, and standards
  • Support CSS Operations and appropriate functional groups with solutions to problematic areas and operational need by identifying root cause of issues and applying corrective/preventative actions
  • Match Exceptions management and customer facing issue resolution
  • Phone line coverage
    • Answer phone lines according to assigned schedules
    • Build competency in Knowledge Management to appropriately respond to customer inquiries/needs
    • Continue to update Knowledge Base Articles in a controlled approach as new information becomes available
  • Case Management / Root cause analysis / escalations
  • Cross train into EDI issue resolution
  • Demonstrates process control and process discipline
  • Ability to propose and implement solutions for routine problems with little direction from Manager
  • Supports the CSS 2025 Vision
    • Always be ready to support Corning’s evolving businesses
    • Eliminate 100% manual processing of today’s standard service transactions
    • Be a thought leader in digital transformation leading with DSaaS – in and out of Corning
  • Champions new capabilities (Chatbot, RPA, DAaR, etc.) to improve efficiency and effectiveness of processes served
  • Ad hoc support across all service areas

 

Required Education & Experience:

  • Bachelor’s Degree required with preference for business related field
  • Shared Service Center or Call Center experience desired

 

Required Skills:

  • Organizational skills, attention to detail, responsiveness
  • Effectively manages self through a fast-paced and evolving environment
  • Ability to prioritize work to meet deliverable/timelines in an effective manner
  • Problem solving, analytical skills, exceptional follow through
  • Proficient with Microsoft Office products including Word, Excel, PowerPoint, Visio, and Project
  • Process improvement experience
  • Financial and business systems
  • Highly analytical and process rigor

 

Desired Skills:

  • Performance Excellence – Green Belt/Black Belt
    • Experience using performance excellence tools and theory
  • SAP, PeopleSoft, and SalesForce

 

Soft Skills:

  • Excellent written and oral presentation skills need to brief management
  • Sense of urgency and creativity to handle issue and adapt plan to meet objectives
  • Flexibility to adapt to changing environment; be a change agent to help others through change
  • Open minded
  • Customer focus
  • Highly collaborative
  • Ability to work independently with minimal supervision, as well as, in a team environment
  • Strong communication skills – facilitation, listening, negotiation, presentation, speaking, and writing
  • Integrity and trust
  • Strong peer relationships and ability to collaborate

 

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, or 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: Corning