Customer Service Rep - Market Support Specialist

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

• A hybrid office schedule for qualifying employees
• 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

Under the direct supervision of a Customer Experience Manager an AFL Customer Service Representative III assists in performing quoting, facilitating and sales support to the Market Customer Account Representatives.

Responsibilities

• Manage purchase order revisions, including updates to pricing, quantities, and shipping details.
• Process returns (RMAs), credits, and rebills to ensure accurate financial adjustments.
• Generate and issue manual invoices as needed, including those for specialty transactions.
• Retrieve and distribute essential documents such as packing slips and invoices.
• Maintain accurate pricing records in Salesforce, including blanket pricing updates.
• Monitor and manage un-booked orders, ensuring timely processing and resolution.
• Oversee customer inquiries and requests from designated inboxes and external portals.
• Process specialized billing transactions.
• Support the quoting process by reviewing RFQs, identifying products, and coordinating pricing and lead times with internal business units.
• Prepare comprehensive and accurate quotations in collaboration with key stakeholders.
• Maintain visibility on quotes and ensure timely follow-up while adhering to turnaround times.
• Communicate delays or status updates to internal teams to ensure alignment on outstanding tasks.
• Understands, adheres to and promotes the environmental, health & safety policies and complies with AFL business Policies and Procedure.
  
  

Personal Qualities

• Interpersonal skills – must have a good command of the English language, both written and verbal in order to communicate with both internal and external customers.
• Initiative - self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
• Multi tasker – ability to juggle multiple tasks without losing sight of the details.
• Team player – ability to take direction, comfortable in a cross-functional, multi-cultural environment.
• Detail oriented – to ensure accuracy of order processing and quotations.
  
  

Qualifications

• 1-3 years of customer service/account management experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow.
• Intermediate user of MS Office required.
• Experience with Oracle and/or customer relationship management software, preferred.
  
  

Working Conditions

• Normal office environment.