Customer Service Coordinator II, Scranton

Job Title: Customer Service Coordinator II

Job Location: Corning, NY 14831

Job Description:

Product/Purpose of Position:

This role will involve actively engaging with customers to deliver pre- and post-sales services, offering specialized pricing for non-standard items, and ensuring prompt handling of services and repairs as needed.

Effective communication with various internal departments and external customers is essential for successful operations in this position.

The individual will serve as the organization's representative, leveraging expertise to address complex technical challenges.

Roles and Responsibilities:

Responsible for conducting customer intakes on the plants delivery, service, and communication. Reviews and analyzes the feedback to identify customer needs and implement strategies for service improvement.

Facilitates and escalates feedback between customers and the members of the appropriate groups (manufacturing, supply chain, quality, etc.)

Acts as liaison between customers and manufacturing, sales, field service, order processing and accounting to resolve production, delivery, and billing inquiries.

Interacts daily with all other functions of the company, such as accounting/credit, quality control, manufacturing, shipping, account managers and product managers.

Accurately enters and maintains work orders and sample requests. Review all orders for proper customer information, product, price, quantity, payment terms and delivery information.

Proactively initiate actions and resolve any questionable areas.

Ensures alignment of customer requirements and product attributes

Promotes client’s and the CMS Plant in a positive manner and leads by example. Effectively and professionally conveying information internally and externally

Negotiate expedited manufacturing and deliveries with production planners, logistics, and operations to meet our customer’s needs.

Handle customer accommodations independently by using good judgment in consultation with Supervisor as needed.

Education Requirements:

Associate degree required with 2+ years of customer service-related experience

Required Skills:

Customer service experience in a similar environment

Strong organizational and process skills including the ability to prioritize and multi-task

Demonstrated ability to develop relationships with customers (internal and/or external)

Ability to negotiate and resolve issues across multiple functions.

Excellent verbal, non-verbal, and written communication skills

Proficient at using Microsoft Office Suite (Word, Excel, Project, etc.)

Desired Skills:

Experience reading and interpreting engineering drawings and technical documentation

Experience in manufacturing and/or Engineered to Order environment

Soft Skills:

Ability to work independently or in a team environment

Strong interpersonal skills

Positive, enthusiastic, and high-energy

Effective problem solver and detail oriented