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Customer Service Supervisor

Requisition Number: 40190

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

As a leading developer, manufacturer, and global supplier of scientific laboratory products for 100 years, Corning’s Life Sciences segment collaborates with researchers seeking new approaches to increase efficiencies, reduce costs and compress timelines in the drug discovery process. Using unique expertise in the fields of materials science, surface science, optics, biochemistry and biology, the segment provides innovative solutions that improve productivity and enable breakthrough discoveries.

 

Scope of Position:

This position is responsible for the day to day supervision of customer service operations including phone calls, order entry, open order management, customs and reserves, prioritization requests, and other special requirements, as required. The position is responsible for the leadership, coaching, and development of a team of customer service representatives. The position will lead by example and drive a focus on delighting our customers, dealing with our employees, and ensuring process excellence.

 

Day to Day Responsibilities:

  • Operations:
    • Ensure timely order entry of orders
    • Maintain proper department coverage for order management, including hours, PTP, and vacation time to ensure adequate ongoing coverage of work
    • Monitor performance and attendance. Take actions to address issues, as necessary
    • Clearly assign responsibility for tasks, ensuring proper backup coverage is in place for critical skill set tasks
    • Ensure any complaints received are processed in a timely and proper manner
    • Establish and maintain routine communications and expectations with the customer service team. This can include daily management, weekly department meetings and 1:1’s.
    • Ensure the critical process SOP’s for customer service are documented and kept updated and maintain compliance with Sarbox requirements.
    • Interact constructively across functions to ensure performance and continuous improvement opportunities are taken
  • Performance Monitoring:
    • Monitor and report on critical metric stats for order management, including order entry and order fulfillment
    • Monitor and report Salesforce case management to established critical metrics
    • Drive process improvements to streamline processes, handle costs & inefficiencies, and better meet customer needs.
    • Ensure any complaints received are processed in a timely and proper manner
  • Leadership:
    • Provide consistent leadership and serve as a role model for the customer service department through demonstrated exemplary behavior in the management of both task and people skills.
    • Conduct Performance Reviews for all direct reports. Establish development plans and support career development.
    • Establish annual objectives (MBOs) for all direct reports and review quarterly. Review individual key metric performance including order/case volume, accuracy, complaints and customer satisfaction with direct reports to improve performance.
    • Effectively coach and develop team members
    • Handle partner concerns and problem resolution within the customer service department to ensure customer needs are continually met and key partners are informed.
    • Effectively coordinate with other Customer Service Supervisors and Managers to ensure complete coverage of phones and order management with a focus on responsiveness to our customers.
    • Take an active part in effective recruiting and integration of new hires
    • Ensure proper training plans are in place to ensure policies and procedures are understood and executed effectively by customer service employees. Coordinate with Training Specialist on plans and execution.
    • Maintain effective, regular communication with all other functions and the business team.
    • Represent Customer Service on key cross-functional teams
  • 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 the department
    • Assist with training parameters and programs for the department
    • Rewards, measures and performance evaluation for individuals within the department
    • Communications and cross-functional management
  • Criteria for Performance Evaluation:
    • Customer satisfaction and customer effort scores
    • Customer feedback – internal and external partners
    • Case management (response time, closure, accuracy)
    • Ability to effectively communicate with customers
    • Ability to resolve the daily issues w/in the department quickly and effectively
    • Effective management of direct reports and project resources
    • Enhances training and skill development of direct reports
    • Cost reduction and process improvements
    • Performance to objectives (Management by Objectives - MBOs)

 

Travel Requirements:

  • Negligible.

 

Hours of work/work schedule/flex-time:

  • Monday – Friday, standard business hours.

 

Required Education:

  • Bachelor’s degree required.

 

Required Years and Area of Experience:

  • Minimum of 5+ years of experience in Customer Service.
  • Minimum of 2+ supervisory or leadership experience.

 

Required Skills:

  • Experience with PeopleSoft, SAP or similar ERP system.
  • Strong knowledge of order management processes.
  • Able to coach others.

 

Desired Experience / Qualifications / Skills:

  • Experience with SalesForce.com.
  • Life Sciences industry experience preferred.
  • Call center experience preferred.

 

Soft Skills:

  • Customer-focused
  • Effective supervisory skills
  • Ability to motivate and lead a large team
  • Effective coaching and people development skills
  • Good active listening skills
  • Strong sense of urgency and ability to set clear expectations and hold others accountable
  • Ability to work without direct supervision and set own work directly within the context of the position
  • Good process management and rigor
  • Proven ability to effectively interact with multi-functional areas (Marketing, Sales, Mfg Finance, etc.)
  • Ability to adapt quickly and demonstrate flexibility in the face of changing/evolving priorities
  • Encourages different views and constructive disagreement to surface new ideas and resolve conflicts
  • Ability to learn quickly, receptive and open to feedback
  • Able to learn and apply new systems and technologies knowledge
  • Ability to multi-task and respond quickly to various information requests
  • Attention to detail, excellent organization and ability to organize workload load and meet deadlines
  • Builds constructive and effective relationships
  • Ability to handle high-pressure situations
  • Ability to effectively identify, hire and integrate new talent
  • Listening and social skills.
  • Reads situations quickly
  • Approachability and lead by example.
  • Effectively handles conflict.
  • Customer-focused and orientation to take action.
  • Able to establish and handle priorities.
  • Strong problem-solving skills.

 

This position does not support immigration sponsorship.

We prohibit discrimination on the basis of  race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

Company
Corning
Posted
09/26/2020
Salary Range
$57,000.00 - 84,000.00
per Year
Salary range estimated by
Location
Tewksbury, MA 01876, US