Shared Services Senior Coordinator, Issue Resolution Operations (Obispado)

Date : May 8, 2025

Location : Obispado, NLE, MX, 64060

Company : Corning

Requisition Number : 68514

Role Purpose

Provide daily operational and functional support through customer engagement and issue resolution via Salesforce and phone inquiries; assist with driving complex operational process issues to closure; investigate and identify root-cause issues for issues self-identified or highlighted by customers; engage across the CSS service portfolio to proactively understand and meet customer needs; build cross-stream knowledge across the CSS service portfolio.

Key Responsibilities

• Supports complex operational processes, providing support for basic and complex inquiries, issues, and requests from assigned areas.
• Assists operations in achieving and maintaining compliance with policies, procedures, and standards.
• Match Exceptions management and customer facing issue resolution.
• Phone Line Coverage: Answer phone lines according to assigned schedules.
• Build competency in Knowledge Management to appropriately respond to customer inquiries/needs.
• Continue to update Knowledge Base Articles in a controlled approach as new information becomes available.
• Case management, root-cause analysis, and escalations.
• Responsible for checking and verifying records for payment resolution.
• Demonstrate basic mathematics, general accounting, and analytical problem-solving skills.
• Demonstrate process control and process discipline.
• Ability to propose and implement solutions for routine problems with little direction from Manager.
• Ability to work both as an individual and team contributor, demonstrate ability to multi-task and hit required deadlines, and demonstrate positive goal-oriented behavior.
• Ad hoc support across all service areas.

Experiences / Education – Required

• Bachelor’s degree in business, accounting, or technical related field preferred.
• Analytical skills.
• Root cause analysis / issue resolution skills.
• Strong communication skills (written, verbal) in both English and Spanish.
• Customer engagement skills.
• Critical thinking skills.
• Time management / prioritization skills.
• Results and deadline driven.
• Microsoft Office suite experience.

Desired & Soft Skills

• Invoice/expense report processing.
• Concur / PeopleSoft / SAP system experience.
• Finance experience.
• Technology curiosity.
• Digital / automation capability.
• Ability to work independently.
• Project experience.
• Self-starter.
• Team player – works well within a team environment.

Benefits

• Health and well-being benefits include medical, dental, vision, paid parental leave, mental health/substance use, fitness, and disease management programs.
• Company-wide bonus and attractive short- and long-term compensation programs based on role and responsibilities.
• Professional development programs to grow and achieve career goals.