Requisition Number: 69604
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Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.
This role requires close internal collaboration with product line management, commercial (sales and other CSRs), customer program teams, supply chain teams (plant and regional planners, logistics) and quality teams to achieve customer service targets and enable revenue/profitability growth for Corning’s CPO business. This role will contribute in establishing Strykow as a Center of Excellence for Corning CPO solutions internally as well as interfacing with customers on key deliverables.
Key Responsibilities: Provide expert-level customer support: Timely response customer inquiries (quotations, orders, complaints, information requests) via email and phone, ensuring that all their questions and issues are addressed promptly and professionally. Resolve customer issues & RMAs: Investigate, troubleshoot, and resolve any issues or complaints raised by customers, including coordinating with all required internal departments (Technical Support, Quality, Supply Chain etc.). Coordinate with other departments such as Sales, Technical Support, Product Line Management, and Data Management teams to ensure that customer requests are handled effectively. Maintain Customer Records: Keep accurate records of all customer interactions, detailing inquiries, complaints, requests and actions taken. Improve Customer Experience: Identify trends in customer feedback and recommend process and/or service improvements. This could also involve developing and implementing new procedures. Product Knowledge: Maintain sufficient understanding of CPO products and services as needed to provide accurate information to customers. 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. Familiar with customer’s SRM portal maintenance. Actively participate in team meetings and contribute to the development of customer service policies and procedures. Education and Experience: Minimum 3 years working experience in the areas of customer Service in global environment. Bachelor’s degree in business, Operational research, supply chain, or related field Required Skills: Strong customer focus: able to gather and understand customer requirements and objectives. Ability to handle difficult customers with diplomacy and professionalism. Ability to work independently and as part of a team. Excellent oral and written communication skills. Fluency in English with excellent verbal/written communications skills, and clarity in presentations Detail-oriented individual with a strong ability to multi-task. Capable of prioritizing and executing on multiple priorities Proficiency in using customer management software and other computer systems. Strong SAP, Excel experienceWe 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. To request an accommodation, please contact us at accommodations@corning.com.