Customer Care Representative

**Date**:Sep 16, 2024

**Location**: Mulgrave, VIC, AU, 3170

**Company**:Corning

**Position Description**

To liaise with Customers in all areas in regard to Orders for Goods, Materials and Services.

**Roles & Responsibilities**
- Sales Order Entry from Customer Purchase Orders
- Quotations (Internal and External) when required
- Customer complaint handling
- Manual Export Documentation if required
- Monitor Customer Deliveries
- Credits
- Proactive management of customer orders from PO placement to Delivery
- Creation and maintenance of customer specific reports
- Ongoing input into department process documentation
- Updating of Customer Dossiers
- Creation of New Customers, New Ship To and Bill To Creation
- Internal and External communication with customers, plants and sales teams
- Creation of SAP Material numbers when required
- Raise and monitor Customer Notification for Quality Issues
- Maintain Customer Pricelists
- Raising and managing Intercompany Purchase Orders when required
- Other duties as required

**Requirements**:

- Excellent interpersonal skills including both written & telephone communications skills
- Microsoft Office skills (particularly Excel)
- Knowledge of manufacturing/ transport logistic processes
- SAP experience
- Experience in Microsoft Teams
- Experience in Service Cloud/Salesforce
- Passion for Customer Care
- Strong attention to detail

**Experience**
- 2+ years in either manufacturing/ logistics or Customer Care is desirable

**Role of the CCR**:

- CCRs serve as the primary interface for their assigned customer accounts for all day-to-day activities (One Call Gets All) regardless of product/service origin.
- Our CCRs must demonstrate outstanding interpersonal and communications skills, know our products and services, and be our customers' best allies in understanding and meeting their requirements.
- Ownership, of taking responsibility, of problem solving, of doing what it takes to meet the customers’ requirements.
- CCRs provide customers with the information requested/required for standard and non-standard products, obtaining information from support groups as needed.
- General and technical product information, product drawings.
- Application, installation, and testing information.
- Pricing & lead-time information
- CCRs interface with Marketing, Product Line Managers, Technical Support, and Manufacturing for product-related issues.
- Assist Finance team to resolve issues associated with accounts receivable.
- Enter and manage orders (CCRs must be knowledgeable about Order Processing systems)
- Answer questions about order status
- Expedite orders to meet customer requirements
- Manage complaints and resolve problems, bringing in Sales and Marketing, Engineering Services, and supervisors as required.
- Serve as the primary focal point for internal organizations to communicate quotation and order-related changes that affect external customers.
- Understand and correctly execute customer requirements of long-term agreements and contracts once they have been awarded.
- Depending on customer requirements, CCRs may:

- Monitor and coordinate customer inventory
- Monitor and report customer sales levels that impact rebates, discounts, and commissions.
- Coordinate product consolidating (marshalling) as required by customer -for projects
- Coordinate Letters-of-Credit (LOC) and Cash-in-Advances processes. Communicate requirements to customers, coordinate with Corning Shared Services, and communicate LOC requirements to plants and freight forwarders. Process and review LOC documentation.
- Prepare and process import/export documentation, coordinating with plants and transportation/logistics departments.