About this role

Role Purpose

In this role, you will act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of Corning Life Sciences employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. Attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while assuring that our goal of world-class customer service is met. Perform the full scope of customer service tasks including; problem solving, trouble shooting, negotiating and cultivating excellent relationships with customers and co-workers. Have a full understanding of department and company procedures and policies and the ability to promote Corning Life Sciences image in a positive manner and to led by example.

Key Responsibilities

Handle incoming high order volume received via phone and email.
Handle high volume of Case Management related to inquiries and orders in SalesForce.com
Interact daily with internal/external contacts using multiple systems to ensure accurate information.
Provide information and Accurate Order Entry/Order Management for a large customer base related to inventory, pricing, technical inquires, and shipping information.
Dedicatedly initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
Assist with complaints processed by the Complaint team.
Follow up with New Accounts team on necessary account set up changes.
Responsible for ensuring 100% follow-up to customers internally and externally.
Attend Product/Technical training as scheduled.

Experiences/Education - Required

Associate degree required
3+ years customer service experience (desired) or 5+ years of call center experience.
Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.
On time attendance.
Excellent professional verbal and written communication skills
Proficiency with Word, Excel, E-mail, Web.
Can type at a 50-WPM average.
Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.
Ability to meet or exceed Department Metrics.
Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.

Experiences/Education - Desired

Bachelores degree desired in life science field
Experience in the Life Science industry or related field.
Experience with PeopleSoft Order Management or a comparable system.
Experience with SalesForce.com case management.
Call center experience.
Ability to work independently in a team environment and easily collaborate when necessary.
Positive, enthusiastic and high energy.
Dependable, committed, reliable and high work ethic.
Ability to develop excellent relationships.

This position does not support immigration sponsorship.

The range for this position is $64,064.00 - $88,088.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

A job that shapes a life.

Corning offers you the total package.

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.
As part of our commitment to your financial well-being, Corning provides company matching contributions to your 401(k) savings plan of up to 4% of pay when you contribute at least 6% of pay.
Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.
Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.