Customer Service Coordinator(Manufacturing)

Customer Service / Order Management Specialist

(Optical Fiber Division)

Education & Experience Requirements

• Education: Associate degree or equivalent relevant work experience required

• Experience: 2 years of experience required

  • Strong preference for candidates with 2 years in a customer service and/or corporate environment

Position Overview

The Customer Service / Order Management Specialist is responsible for managing assigned domestic and international customer accounts to ensure accurate, timely, and compliant order execution. This role requires exceptional attention to detail, strong customer focus, and the ability to manage complex order and logistics processes across multiple enterprise systems.

Key Responsibilities

Customer & Order Management

• Manage assigned domestic and international customer accounts to execute error-free transactions

• Receive, validate, and enter customer orders accurately and on time using:

  • Optical Fiber's PeopleSoft (PS) system

  • Optical Fiber's SAP order management system

• Respond to customer inquiries regarding orders, Fiber Data Delivery (FDD), and product information within 24 hours

Logistics & Export Coordination

• For export orders or North American orders sourced offshore, manage logistics using Origin Manager, including:

  • Creating shipment templates by ship-from location and customer

  • Referencing routing guides to select carriers and request quotes from the Global Logistics Organization (GLO) when needed

  • Collecting shipment weights, dimensions, customer details, and plant data to create bookings

• Track shipments to ensure on-time delivery and implement corrective actions when delays occur

• Follow detailed processes for shipments to designated locations, ensuring compliance with customs regulations (e.g., stamping requirements)

Process, Systems & Documentation

• Maintain existing processes and develop new processes as needed across global Customer Service locations

• Create and maintain customer profiles and buying agreements within COF and Corporate PeopleSoft systems

• Ensure OptoCommerce® Fiber Data Delivery (FDD) is available for all applicable shipments

• Create and maintain ePOs for third-party vendors and ensure proper approvals

Financial & Commercial Support

• Approve all "sold-through” invoices and verify accuracy

• Create and issue credits or rebates for fiber issues, pricing changes, or discrepancies

• Update RMA systems to close related return authorizations

• Work with customers and Commercial Operations to resolve payment discrepancies

• Support the sales team with reporting, analysis, RFQs, and quote generation

Cross-Functional Collaboration

• Build strong working relationships with:

  • Planning, Shipping, QA, IT, Finance, Commercial Ops

  • Corporate Transportation, Corporate Credit, Customer Billing

  • Freight Forwarders and external customers

• Assist global Customer Service teams as needed

• Participate in project work and business teams as required

Required Skills

(Candidates must possess the following)

• Exceptional attention to detail and accuracy

• Strong ability to prioritize tasks and manage multiple responsibilities

• Effective teamwork skills in a fast-paced, dynamic environment

• Excellent verbal and written communication skills

• Strong customer focus and commitment to quality

• Solid organizational and problem-solving abilities

• Strong interpersonal and people skills

• Proficiency in Microsoft Outlook, Teams, Word, and SharePoint

Preferred Skills

• Experience with PeopleSoft and SAP order fulfillment systems

• Familiarity with Optical Fiber and related corporate processes

• Proactive and positive approach to change; ability to support or lead change initiatives

• Strong Excel skills

• Proven ability to manage multiple projects and deadlines effectively

• Highly motivated team player who thrives in a collaborative environment

Soft Skills

• Positive, professional attitude

• Results-oriented mindset

• High level of self-confidence

• Takes initiative and ownership when opportunities arise

Travel Requirements

• Minimal to none

  • Occasional travel to U.S. plants or domestic customers may occur as needed