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Corning Incorporated

Since our earliest days, Corning Incorporated, the world leader in specialty glass and ceramics, has worked closely with customers to understand their problems, explore possible solutions, and then bring those solutions to life through our world-class scientific and manufacturing capabilities.Our unique collaborative culture paired with more than 160 years of materials science and  process engineering continue to drive us forward -- as we look at the toughest problems, imagine the possibiliti... Read More

Address      One Riverfront Plaza Corning, NY 14831 USA
Website      www.corning.com/
Holding      No Holding Details

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Customer Service Supervisor III


Corning is the world leader in specialty glass and ceramics, creating and manufacturing keystone components that enable high-technology systems.

Corning’s history is filled with breakthrough technologies that have played an important role in the way the world works. We thrive on solving difficult, commercially relevant problems through an innovative and collaborative research and development process. Corning succeeds through sustained investment in R&D, more than 160 years of materials science and process engineering knowledge, and a distinctive collaborative culture.


Scope of Position:

This position will be responsible for the day-to-day supervision of the customer service department.  This department will be responsible for handling all issues associated with coordinating the order fulfillment necessary to deliver plastic and equipment products to customers.  This department will be responsible for Customer Service project participation and lead, coordinating customer accounts, CMS administration / complaint monitoring, and credit/collections.  The Supervisor will be responsible for training all CSRs in this area of business and managing the day to day order management for these products.

Day to Day Responsibilities:

    * Provide leadership and motivation for the Customer Service department.
    * Build and maintain cooperation in the department, fostering open dialogue.
    * Effectively coach and develop direct reports.  Reassess personnel needs as business priorities change.
    * Conduct PD&Rs for all direct reports and provide assistance in career development.  Establish annual MBOs for all direct reports and review quarterly.  Review phone, order volume, error rate and CMS data with direct reports to improve performance.
    * Monitor performance and attendance, taking action as necessary (rewarding or disciplining).
    * Clearly assign responsibility for tasks and decisions, ensuring proper backup coverage is in place for critical skill sets (such as international order processing, EDI kickout, web accounts, mailbox, etc), including SOP documentation.  Ensure compliance with business procedures.
    * Effectively recruit, integrate and train new hires with the HRM.  Initiates necessary HR / IT documentation.
    * Lead training programs to improve the effectiveness of personnel.  Responsible for annual CSR certification test material, conduct departmental training (and any retraining as necessary), and ensure direct reports participate.
    * Regularly review account and project assignments to ensure effectiveness and efficient operations.
    * Ensure proper phone coverage based on staffing.  Utilize phone reports for trends, staffing changes and CSR feedback.  Monitor calls for quality assurance.
    * Ensure orders, returns, complaints and phone / email inquiries are processed within established timeframes to improve customer satisfaction and take follow up action as necessary.
    * Ensure timely set up of customer accounts, monitoring turnaround effectiveness and addressing any accuracy or timeliness issues.  Oversee tax exempt certificate expirations through follow up to customers.
    * Ensure timely follow-up and closure on open returns/complaints through monitoring of queue, dialogue with customers and rerouting any misdirected entries.  Use discretion with unusual situations.
    * Ensure timely follow-up with Finance if customer account goes on credit hold.  Audit “No Hold”/ credit limit customer list quarterly with plant Finance and Plant Commercial team.
    * Monitor credits, charge-backs and disputed invoices through A/R reports, following up on delinquent items and P5 / P5 reversals.  Review monthly for customer and type trends.
    * Decision maker on delivery of customer requests
    * Ownership of non-specialty account and order reports.
    * Manage prioritization and scheduling of orders and updates on obsoleted product.  Use discretion with unusual requests.
    * Ensure that any special customer requirements are documented via customer profiles and required software and that those special requirements are followed by the CSRs.  Ensure profiles are audited semi-annually.
    * Ensures compliance with business and Finance procedures.
    * Responsible for communications between Manufacturing Schedulers/Production Planners, Warehouse/Distribution Center and Customer Service.
    * Drive process improvements to streamline processes, reduce costs & inefficiencies, and better meet customer needs.
    * Maintain effective, regular communication with all other functions and the business team
    * Represent Customer Service on key cross functional teams

 Project Tasks

    * Work with the Corning Shared Services group to develop and implement capabilities to automate the transactional aspects of customer service.
    * Work with Sales, Marketing and Supply Chain to identify and implement preferred service programs/capabilities that can be offered to high value customers.
    * Coordinate department records retention and archiving annually
    * Other projects as assigned by Manager.

 Key Decision Areas

    * Customer Service processes and policies
    * Identification, prioritization and resolution of Customer Service opportunities & issues
    * Identification of skills and competencies for the roles within department
    * Resource, hiring and staffing requirements
    * Training requirements & programs for department
    * Rewards, measures and performance evaluations for individuals within the department with Manager
    * Communications and cross functional management

 Criteria for Performance Evaluation:

    * Performance to MBOs
    * Employee satisfaction & retention
    * Customer satisfaction / loyalty measures
    * Communication effectiveness with Customer Service department, business team and other functions
    * Ability to resolve internal and external issues
    * Personnel development & effectiveness
    * Cost avoidance & reduction per year

Travel Requirements (please note if international): 10-20% Domestic

Job Title:  Customer Service Supervisor III

Reference Number:  171212


Required Education:

    * 3 - 5 years of experience supervising / managing customer-facing resources

Required Years and Area of Experience:

    * 3 - 5 years of experience supervising / managing customer-facing resources

Required Skills:

    * Fluency in the English language.
    * Language skills in customers’ primary geographic location(s).
    * Specific division-relevant systems experience.
    * Communication Skills

Desired Skills:

    * Work experience in a commercial role.
    * Work experience in a customer service role.
    * Experience working with international delivery and payment terms.
    * Experience in developing and implementing customer processes.
    * Experience working in a customer service center.
    * Experience working with credit and collections.

Soft Skills:

    * Leadership
    * Communication
    * Calm under Pressure
    * Attention to Detail
    * Collaborative

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided


not provided

Contact Name:

not provided

Job Duration:

not provided


+1 607-974-9000



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