Customer Care Representative

Position Description

To liaise with Customers in all areas in regard to Orders for Goods, Materials and Services.

Roles & Responsibilities

• Sales Order Entry from Customer Purchase Orders
• Quotations (Internal and External) when required
• Customer complaint handling
• Manual Export Documentation if required
• Monitor Customer Deliveries
• Credits
• Proactive management of customer orders from PO placement to Delivery
• Creation and maintenance of customer specific reports
• Ongoing input into department process documentation
• Updating of Customer Dossiers
• Creation of New Customers, New Ship To and Bill To Creation
• Internal and External communication with customers, plants and sales teams
• Creation of SAP Material numbers when required
• Raise and monitor Customer Notification for Quality Issues
• Maintain Customer Pricelists
• Raising and managing Intercompany Purchase Orders when required
• Other duties as required

Requirements

• Excellent interpersonal skills including both written & telephone communications skills
• Microsoft Office skills (particularly Excel)
• Knowledge of manufacturing/ transport logistic processes
• SAP experience
• Experience in Microsoft Teams
• Experience in Service Cloud/Salesforce
• Passion for Customer Care
• Strong attention to detail

Experience

• 2+ years in either manufacturing/ logistics or Customer Care is desirable

Role of the CCR:

• CCRs serve as the primary interface for their assigned customer accounts for all day-to-day activities (One Call Gets All) regardless of product/service origin.
• Our CCRs must demonstrate outstanding interpersonal and communications skills, know our products and services, and be our customers' best allies in understanding and meeting their requirements.
• Ownership, of taking responsibility, of problem solving, of doing what it takes to meet the customers’ requirements.
• CCRs provide customers with the information requested/required for standard and non-standard products, obtaining information from support groups as needed.
• General and technical product information, product drawings.
• Application, installation, and testing information.
• Pricing & lead-time information
• CCRs interface with Marketing, Product Line Managers, Technical Support, and Manufacturing for product-related issues.
• Assist Finance team to resolve issues associated with accounts receivable.
• Enter and manage orders (CCRs must be knowledgeable about Order Processing systems)
• Answer questions about order status
• Expedite orders to meet customer requirements
• Manage complaints and resolve problems, bringing in Sales and Marketing, Engineering Services, and supervisors as required.
• Serve as the primary focal point for internal organizations to communicate quotation and order-related changes that affect external customers.
• Understand and correctly execute customer requirements of long-term agreements and contracts once they have been awarded.
• Depending on customer requirements, CCRs may:
• Monitor and coordinate customer inventory
• Monitor and report customer sales levels that impact rebates, discounts, and commissions.
• Coordinate product consolidating (marshalling) as required by customer -for projects
• Coordinate Letters-of-Credit (LOC) and Cash-in-Advances processes. Communicate requirements to customers, coordinate with Corning Shared Services, and communicate LOC requirements to plants and freight forwarders. Process and review LOC documentation.
• Prepare and process import/export documentation, coordinating with plants and transportation/logistics departments.