Customer Service Specialist

Requisition Number: 68732

The company built on breakthroughs. ​  
Join us.​          

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.  ​  

How do we do this? With our people. They 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. And so much more.​   

​ Come break through with us.  

Corning’s businesses are ever evolving to best serve our customers, industries, and consumers. Today, we accelerate and transform life sciences, mobile consumer electronics, optical communications, display, and automotive markets. We are changing the world with: 

• Trusted products that accelerate drug discovery, development, and delivery to save lives
• Damage-resistant cover glass to enhance the devices that keep us connected
• Optical fiber, wireless technologies, and connectivity solutions to carry information and ideas at the speed of light
• Precision glass for advanced displays to deliver richer experiences 
• Auto glass and ceramics to drive cleaner, safer, and smarter transportation 

Job Responsibilities
•    Engage with customers on day-to-day basis to address inquiries, orders, returns, and other service-related issues using a customer-centric approach.
•    Planning and executing the order management including Sales order booking, Material follow-up, complaint redressal, customer deliveries & AR collection.
•    Having exposure to serve the customers in India, Middle East and Africa Region.
•    Provide expert-level customer support by responding to inquiries and resolving issues through phone, email, chat, and in-person interactions.
•    Monitor key performance indicators (KPIs) related to customer service metrics and use data insights to drive continuous improvement and operational excellence including FTR, CSAT, OTTR, OTTFP, OTIF, Invoice linearity & Kaizen etc.

•    Utilize data analysis tools to generate reports, analyze customer data and feedback to identify trends, preferences, and opportunities for personalized service and process recommendations.
•    Collaborate with cross-functional teams to address complex customer issues and improve service processes.
•    Develop and implement strategies to enhance customer satisfaction based on data-driven insights. Maintain accurate records of customer interactions and data analysis findings in the CRM system to track customer preferences, trends, and feedback for continuous improvement.
•    Actively participate in team meetings and contribute to the development of customer service policies and procedures.
•    Handle escalated customer service issues with professionalism and expertise. Suggesting and driving innovative solutions for enhancing customer service.

Working Relationships

•    Internal: Commercial teams of different businesses (local and international), Cross Functions including Supply Chain, Finance, Legal, GSM, Customer service, Commercial etc.
•    External: Customer, Global & Local Contract Manufacturers, Plants, Joint Ventures Counter parts, 3PL Partners & domestic transporters etc.

Key Success Factors
•    Initiative – Ability to create a vision for success and take personal accountability to drive results. 
•    Technical & business Acumen – Incorporating knowledge of business to devise and implement solutions with your technical expertise of customer service Domain.
•    Planning & Prioritization – Ability to set clear milestones and evaluate results. 
•    Customer Focus – Meet and/or exceed customers’ expectations.
•    Process Orientation: Doing the business right way attitude & ensuring the same with process aptitude.  
•    Organizational Agility – Ability to navigate a complex matrix environment and achieve results through formal & informal channels. 
•    Collaboration & Teamwork – Demonstrate a solution centric approach while working closely with cross functions and SCM team members to deliver results.

Minimum Qualifications
•    Minimum 7 years working experience in the areas of customer Service in global environment. 
•    Bachelor’s degree in business, Operational research, supply chain, or related field. MBA or master’s preferred.
•    Teamwork – Ability to leverage the strengths of the team and taking everyone along.
•    Excellent oral and written communication skills.
•    Detail-oriented individual with a strong ability to multi-task
•    Hands on Experience of managing India, Middle East and Africa Region.
•    ERP Exposure: Oracle, SAP, BI & MS Tools
•    Experience of teamwork and co-ordination in a multi-disciplinary environment. 

Preferred Qualifications:
•    Data Analytics tools
•    Process Excellence Certifications.