Customer Service & Demand Management Supervisor:

Corning New York

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.

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.



  • Supervise, motivate, develop, and support the day-to-day operations of Customer Service Representatives and Demand Management Analyst, ensuring responsiveness and service to our internal and external customers and ship plans that meet commercial, financial, supply chain, and manufacturing requirements.
  • Direct and support assigned personnel through the processes, policies, and procedures of Customer Service and demand management, providing the tools (documentation) and training necessary for success, while promoting individual growth and teamwork.
  • Demonstrate personal understanding of the procedures and processes associated with customer service and demand management, and act as a SME (subject matter expert) on project and other teams.
  • Provide consistent leadership and serve as a role model for customer service and DM personnel through demonstrated exemplary behaviors in the management of both task and people skills.
  • Plan, analyze, and manage Customer Service and DM resource allocation (e.g., people, technology) – including employee selection, training, and coaching, as well as process improvement implementation - to effectively support the execution of responsibilities and deliverables, considering both current and future needs.
  • Act as back-fill for Demand Management and Customer Service Coordinator roles in case of absence due to sickness, vacation, etc.
  • Maintain in-depth product, application, volume, and customer knowledge to provide guidance to the Customer Service and DM teams and to address customer issues. Ensure Customer Service and DM team is engaged in new product launches with appropriate advance training and information.
  • Supervise the demand management processes, ensuring our ability to best meet customer demands and requirements while not adversely impacting our ability to meet future requirements.
  • Prepare presentation updates for use by executive management as part of monthly commercial council meetings, leadership team meetings, supply chain meetings, and other ad hoc meeting requirements
  • Work closely and coordinate with Marketing, Product Line Management, Regional/Sales Management, Applications engineering, and Technical staffs to address commercial and technical issues. Secure the necessary assistance to establish and successfully complete specific project and business goals.
  • Coordinate with the Sales and Product Line Teams and other departments (e.g., Shipping, Planning, Supply Chain, Manufacturing, Transportation, IT, Finance, Shared Services, and Legal) to ensure we are meeting the “one voice” to the customer goal in seamlessly issuing quotes, managing to forecast/supply plans, filling orders, responding to inquiries, confirming customer credit worthiness, and resolving customer issues/complaints; including the execution of the terms and conditions of agreements and compliance to contract terms and Corning policies.
  • Manage the global business and plant shipment metrics including delivery to promise/request and error-free transactions. Analyze error-rates and locations to determine root cause, and then implement corrective actions into business processes.
  • Management of the LTSA Database, ensuring input of timely and accurate information along with regular and ad-hoc output reports meeting business and management requirements.
  • Creation, analysis, and issuance of regular customer related length and attribute summary reports.
  • Take on project work as deemed necessary and participate on business teams as required
  • Support business objectives proactively and positively by taking the initiative to identify, recommend and implement business process changes, focusing on continuous improvement.


 Travel Requirements: Limited


Required Skills:


  • Bachelor’s Degree required.
  • 3 Years of experience in Commercial, Customer Service, Supply Chain, Demand Management, Purchasing, Sales, or related areas.
  • Ability to quickly build knowledge of optical fiber products and OFC’s manufacturing, commercial, and technical processes.
  • Commercial or Supplier based experience with direct customer or supplier interaction.
  • Outstanding verbal and written communication skills, with the ability to express ideas clearly and precisely.
  • Ability to interact effectively and lead cross functional teams with several functional areas and with various regional international offices.
  • Detailed knowledge of MS Excel, Word, and PowerPoint software packages.
  • Excellent interpersonal, team, motivational, and leadership skills for managing day-to-day operations in a highly dynamic environment with ability to adapt to changing requirements and deadlines.
  • Ability to effectively organize, manage, and prioritize work as well as multi-task to deliver work on time.
  • Ability to work with numbers, summarize data, and make predictions based on trends.


Desired Skills:


  • Knowledge of optical fiber, manufacturing, and measurements.
  • Commercial experience within the telecommunications industry.
  • Experience working in or with manufacturing personnel.
  • Demonstrated ability to manage complex projects to successful completion.
  • Experience managing purchase/supply agreements, including payments and delivery.
  • Experience supervising employees is strongly desired.
  • Experience with PeopleSoft is desired.


Soft Skills:


  • Comfortable working with all levels of management both internally and externally, and with different regions and functions.
  • Self-starter. Ability to take the initiative to ensure business objectives are met with minimum direction.
  • Inspire and motivate others.
  • Listens actively to promote understanding and encourages collaboration.
  • Organized and Detail oriented.

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.

Basic Qualifications