Role Purpose

Role: The Customer Care Specialist [CCS]

CCS maintains strong business relationships with Corning Life Sciences’ most important in the EMEA region including those with Master Supply Agreements.

The CCS acts as support for the company's most critical clients, acting as a liaison between the customer and the business.

The CCS will work in partnership with other members of the GISC organization to ensure timely and effective management of the full Order to Cash [OTC] process. Additionally, the CCS interacts with internal stakeholders across a variety of functions such as, accounting, quality assurance, demand planning, and commercial when and where needed.

As the CCS you will be responsible to manage the OTC process starting with a customer placing an order up and until credit collection. This includes the standard GISC elements such as order management and order fulfilment, as well as – in close collaboration with other functions - credit management and collection and complaint resolution.

Delivering high quality, professional and consistent service this position is instrumental to the overall customer experience of our most valued accounts in the EMEA region.

Key Responsibilities

• Order to cash and all related activities (order entry, modifications, scheduling of deliveries, placing internal requests for special products, release of orders to warehouse teams, etc.)
• Work closely with assigned clients and leads to determine needs.
• Internal and external reporting prepare data files and retrieve sales-related documents
• Investigating customer claims surrounding order status, late deliveries, incorrect invoicing, etc.
• Providing aftersales support and corrective actions when needed
• Tracking delivery of orders
• Interfacing with other departments to provide requested documentation to customers, such as certificates, supplier questionnaires, shipping documents, technical drawings, and resolution letters
• Providing support to remote workforce to further enhance the customer experience
• Maintaining an accurate and updated database of customer information
• Communicate customer feedback to Commercial , Business ops and Supply Chain teams

Experiences/Education - Desired

Required:

• Work experience in a customer facing role.
• Post-secondary college, preferable business administration or equivalent
• Fluent English and/or another foreign language appropriate for the role

Preferred:

• 1-3 years’ work experience with business management software / systems (e.g., PeopleSoft, SAP, Oracle, Salesforce).
• Work experience in an international multi-cultural organization. 

Qualifications

• Customer focused and service minded
• Can establish and maintain effective working relationships with customers
• Is dedicated to exceeding customer expectations
• Detail oriented
• Ability to set priorities
• Ability to work in a multicultural matrix organization
• Excellent written and spoken communication skills
• Practices self-development

Experiences/Education - Required