Customer Service Coordinator

Education: Associate Degree minimum required

Experience: 2-5 years

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)