Job Information
Corning Customer Service Manager Manufacturing in Hemlock, Michigan
Location:
Hemlock, MI, US, 48626
Corning, NY, US, 14831
Charlotte, NC, US, 28216
Company: Corning
Requisition Number: 67295
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.
Corning's businesses are ever evolving to best serve our customers, industries, and consumers. Today, we accelerate and transform life sciences, mobile consumer electronics, optical communications, display, and automotive markets. We are changing the world with:
• Trusted products that accelerate drug discovery, development, and delivery to save lives • Damage-resistant cover glass to enhance the devices that keep us connected • Optical fiber, wireless technologies, and connectivity solutions to carry information and ideas at the speed of light • Precision glass for advanced displays to deliver richer experiences • Auto glass and ceramics to drive cleaner, safer, and smarter transportation
Role Purpose:
In this role, you will manage the day-to-day operations of the Solar Customer Service organization which includes Order Management, Customs / Reserves, Complaints, Customer Data / AR Billing, and Operational Excellence. Ensure established service level agreements (SLAs) and customer expectations are met or exceeded. Plan and manage proper resource allocations to effectively support the business strategies and customer demand most effectively. Provide development and growth of department personnel and target enhancements of the overall skills and capabilities of the department. Apply performance excellence within customer service to improve processes, systems, and business metrics.
Key Responsibilities include but not limited to:
- SAP/ERP "Order-to-cash" process design and execution
- Provide consistent leadership for customer service team, assigning responsibility for tasks and decisions, ensuring proper backup coverage is in place for critical skill sets, including SOP documentation
- The ability to develop deep customer relationship and earn trusts from customers. Understanding their current and emerging needs, and jointly create new collaboration or business opportunities with account manager or application engineer.
- Establish and maintain routine communications and expectations with the customer service team to include the establishment of development plans and support career aspirations.
- Ensure the critical process SOPs for customer service are documented and updated including ensuring proper training plans are in place and for customer service team.
Required Education/Experience:
Bachelor's degree
Minimum 5+ years of experience with customer/distributor interactions
Minimum 5+ years of leadership or prior experience supervising others.
Required Skills:
Experience working with ERP systems such as SAP and/or Peoplesoft
Experience working with Salesforce.com or other relevant CRM platforms
Ability to effec