Customer Service Coordinator

Position Description

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