Customer Service Coordinator

About the role

Education: Associate Degree minimum required

Experience: 2-5 years

Day to Day Responsibilities

Manage assigned domestic and international customers to execute error free transactions:

• Receive, validate and enter customer orders accurately and timely using Optical Fiber’s PeopleSoft order management system.
• Build product and pricing knowledge to independently respond to an RFQ and generate a quote.
• Use open order and shipment reports to ensure customers Requested Ship Date and organization’s Promise Date are adhered to and when they are not, take appropriate proactive actions.
• Track shipments to ensure they arrive to the customer when promised and implement corrective actions when necessary.
• Create and maintain customer profiles and buying agreements into COF and Corporate PeopleSoft systems and interact with COF Commercial Ops to ensure they remain current.
• Ensure OptoCommerce® Fiber Data Delivery (FDD) is available for all customer shipments when required.
• Respond to customer inquiries within 24 hours regarding order, FDD and general product information.
• Build technical product knowledge to respond to customer inquiries and recommend fiber products based on customer requirements.
• Develop and maintain effective working relationships with Planning, Shipping, QA, IT, Finance, Commercial Ops, Corporate Transportation, Corporate Credit, Customer Billing, Freight Forwarders and external customers.
• Process return material authorizations and generate credits
• Work with customers and Commercial Ops to resolve all customer payment discrepancies.
• Take on project work as deemed necessary or participate on business teams as required.
• Supports sales as required

Required Skills {These are skills that candidates MUST possess}

• Exceptional attention to detail in every aspect of work.
• Effective task prioritization with ability to multi-task.
• Strong team skills and able to work in a highly dynamic environment.
• Outstanding verbal and/or written communication with the ability to express ideas clearly and precisely.
• Passionate about quality and customer focus.
• Strong organizational skills and solid problem-solving abilities.
• Proficient people skills

Desired Skills {These are skills that would be nice for candidates to possess}

• Knowledge of Optical Fiber’s PeopleSoft order fulfillment system and process and corporate processes.
• Proactively and positively supports change and can lead change when required
• Motivated team player and works effectively in a close-knit team
• Ability to manage and prioritize multiple tasks/projects
• System savvy ness
• Proficient in Excel, Word, & PowerPoint

Soft Skills {Communication/Team/Leadership}

• Passion about customer service profession with a “can do” attitude
• Positive attitude
• Results-oriented
• High self-confidence
• Takes initiative when opportunities arise

Travel Requirements

Minimal to None. (possible trip to US Plants or domestic customers when opportunity arises)

Additional Information

All your information will be kept confidential according to EEO guidelines.