Customer Care Representative

**Date**:Sep 25, 2024

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

**Company**:Corning

Corning is vital to progress - in the industries we help shape and in the world we share.

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers.

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.

**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.