Customer Service Coordinator

Customer Service Coordinator

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $1.5B in revenue, and employ approximately 7,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.

What we offer:

• Flexible time off policy
• 401K Company match (up to 4% - dollar for dollar)
• Professional development, training, and tuition reimbursement programs
• Excellent medical, dental, vision, and life insurance policy options
• Opportunities for career advancement with an industry leader!

Job Summary:

The Customer Service Coordinator is a member of the Splicing & Test Equipment Service team. This role is responsible for assisting customers, providing office and administrative support, processing product service requests.

Responsibilities:

• Support the AFL Product Service Request process from beginning to end, to include but not limited to:
• Responsible for the customer experience during the AFL product service request process
• Generates product service requests for North American licensed AFL Fusion Splicing & Test Equipment
• Receives product service requests and guarantees serial number control of end customer equipment
• Prioritize product service requests and facilitate customer expedite requests as appropriate.
• Resolve customer warranty, billing or general service concerns with Fusion Splicing and Test Equipment service technicians
• Resolves AR/AP issues with customers to include; determining customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate.
• Collaborate with the Customer Service Supervisor and Equipment Service Manager as part of the escalation process to resolve AFL service requests, sales orders, and customer concerns
• Regular physical activity, including lifting equipment up to 50 lbs, rearranging items on carts, and occasional bending
• Facilitate and/or process purchase requisition requests
• Perform other administrative duties as needed; filing, invoicing, replenish supplies, etc.
• Understands, adheres to and promotes environmental, health & safety policies and complies with AFL business policies and procedures.

Personal Qualities:

• Self-starter with integrity and confidence who strives to achieve even in the most challenging environments with limited supervision.
• Multi-task orientation with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
• Team-player with well-developed interpersonal skills enabling interaction within an existing team as well as interaction with the various business units within the company.
• Strong communication and writing skills with the ability to clearly explain issues.
• Good time management skills.
• Strong attention to detail
• Good organization and analytical skills
• Good problem-solving skills
• Results oriented

Qualifications:

• Bachelor's Degree preferred. Associate's degree or equal work experience required.
• 1-3 years' customer service experience preferred, will consider other qualified candidates that have demonstrated initiative and desire to grow.
• Intermediate or higher user of MS Office required and experience with Oracle R12 preferred.
• Must have a good command of the English language, both written and spoken

Working Conditions:

• Manufacturing and office environment
• Must be able to lift between 15 to 30 pounds as needed
• Ability to work when needed