Customer Service Specialist

In this role at Corning, you will have the opportunity to engage with customers on a daily basis using a customer-centric approach to address inquiries, orders, returns, and other service-related issues. Your responsibilities will include planning and executing order management tasks such as sales order booking, material follow-up, complaint redressal, customer deliveries, and AR collection. You will provide expert-level customer support through various communication channels and utilize data analysis tools to identify trends and opportunities for personalized service. Collaborating with cross-functional teams, you will work towards improving service processes and addressing complex customer issues. Key Responsibilities: - Engage with customers to address inquiries, orders, returns, and service-related issues using a customer-centric approach. - Plan and execute order management tasks including sales order booking, material follow-up, complaint redressal, customer deliveries, and AR collection. - Provide expert-level customer support through various communication channels. - Monitor key performance indicators related to customer service metrics and use data insights for continuous improvement. - Analyze customer data and feedback to identify trends and opportunities for personalized service. - Collaborate with cross-functional teams to address complex customer issues and improve service processes. - 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. - Actively participate in team meetings and contribute to the development of customer service policies and procedures. - Handle escalated customer service issues with professionalism and expertise. Working Relationships: Internal: Commercial teams of different businesses, cross functions including Supply Chain, Finance, Legal, GSM, Customer service, Commercial, etc. External: Customers, Global & Local Contract Manufacturers, Plants, Joint Ventures Counterparts, 3PL Partners, domestic transporters, etc. Key Success Factors: - Initiative: Ability to create a vision for success and take personal accountability. - Technical & Business Acumen: Incorporating knowledge of business to implement solutions with technical expertise. - Planning & Prioritization: Ability to set clear milestones and evaluate results. - Customer Focus: Meet and exceed customers" expectations. - Process Orientation: Ensure adherence to processes and business standards. - Organizational Agility: Ability to navigate a complex environment and achieve results. - Collaboration & Teamwork: Demonstrate a solution-centric approach while working with cross-functional teams. Qualifications: - Minimum 7 years of working experience in customer service in a global environment. - Bachelor's degree in business, Operational research, supply chain, or related field. MBA or master's degree preferred. - Excellent oral and written communication skills. - Detail-oriented with strong multitasking abilities. - Hands-on experience managing the India, Middle East, and Africa region. - ERP Exposure: Oracle, SAP, BI & MS Tools. - Experience in teamwork and coordination in a multi-disciplinary environment. Preferred Qualifications: - Data Analytics tools. - Process Excellence Certifications.,