Customer Process Specialist

Role Purpose

Responsible for providing front line support for internal and external customers regarding quality and regulatory related inquiries and issues, and act as liaison between customers and other Corning departments and functions. Global responsibility for determining when customer change notifications are necessary. Work with plant quality engineers and business managers to gather information to write and send customer change notifications. Responsible for all follow up questions for these notifications. Global responsibility for reviewing Quality Agreements to ensure notification commitments are met. Responsible for supporting the projects and ongoing processes associated with Quality and Regulatory Services (QRS)

Key Responsibilities

• Manage all customer communications regarding change notifications and other related inquiries for North America internal and external customers.
• Act as liaison between customers and commercial, business, engineering and other departments as needed at Corning.
• Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction.
• Manage global customer change control notifications for all manufacturing sites.
• Writing and sending completed change notification letters to customers.
• Maintenance of customer change notification program including tracking, prioritizing and documenting all customer change notifications.
• Drive process performance to prioritize and complete customer notifications in a timely manner as to implementation dates of change implementation.
• Work with the regulatory team to provide communications/notifications to customers, as needed, due to field actions.
• Prioritizes and escalates key customer and urgent inquiries to the correct department as needed.
• Reporting of metrics for change notification system.
• Support of customer communications regarding complaints and audit requests. 
• Facilitate customer audit requests working with customers and Plant Quality to schedule on-site and remote audits.
• Assure that all necessary components and agreements are in place prior to customer audit.

Experiences/Education - Required

• Bachelor’s degree in Life Sciences, Chemistry or Engineering or related field of study.
• At least 2-4 years of work experience in a customer facing role
• Demonstrated knowledge of quality and regulatory practices strongly encouraged
• Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly  
• Skilled in all Microsoft Office applications. Knowledgeable in use of Sharepoint, salesforce.com and PeopleSoft. Ability to quickly learn and adapt to new systems.
• Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries
• Experience designing and maintaining reports and metrics
• Courteous, articulate and professional oral and written communication skills

Experiences/Education - Desired

• Ability to work under pressure while maintaining professional and positive composure
• Ability to apply good judgment and business acumen
• Desire to anticipate, meet and exceed the expectations and needs of our customers
• Positive attitude and outlook
• Proven track record of positive customer interaction and teamwork
• Ability to handle proprietary and delicate situations appropriately, positively and professionally
• Capability to effectively and professionally communicate with customers and colleagues from various regions and industries