Customer Service Representative

2 months ago

Wilmington, Delaware, United States Dupont Full time

En DuPont, trabajamos en cosas que importan, ya sea en proporcionar agua limpia a más de mil millones de personas en el planeta, producir materiales esenciales en los dispositivos tecnológicos cotidianos (desde smartphones hasta vehículos eléctricos) o proteger a los trabajadores de todo el mundo.


Si deseas ser parte de una empresa multindustrial líder que ofrece soluciones sostenibles que aportan un valor y una finalidad reales, una empresa con espíritu de colaboración en la que se valora la diversidad de pensamiento y donde existe la creencia de que se trabaja mejor cuando se trabaja en equipo, DuPont es tu empresa.


¿POR QUÉ TRABAJAR EN DUPONT?
Nuestro objetivo es empoderar al mundo con innovaciones esenciales para crecer. Trabajamos en cosas que importan.


Tendrás la oportunidad de trazar tu camino, ponerte retos y adquirir nuevas capacidades para desarrollar una carrera profesional gratificante y enriquecedora.

Recompensamos a los empleados con una remuneración competitiva e incentivos para reconocer sus habilidades, competencias y contribuciones a los resultados del negocio.


Vive la experiencia de un entorno colaborativo en el que se celebra el trabajo en equipo con una flexibilidad que mejora el equilibrio y una atmósfera inclusiva que acoge a todos.


Conoce nuestra finalidad y hazla tuya mediante la aportación de innovaciones al mercado para mejorar el mundo, comparte un compromiso con la sostenibilidad para mejorar nuestro planeta y retribuye a las comunidades en las que trabajamos y vivimos.

DuPont is immediately hiring an experienced Customer Service Representative for our Water & Protection division in Wilmington, DE

Water & Protection develops solutions that protect, shelter and enhance lives.

Our expertise spans high-performance fibers and foams, aramid papers, non-woven structures, water purification technologies, and protective garments, and includes well-known brands like Kevlar, Nomex, Tyvek, StyrofoamTM, Corian, Great StuffTM, FilmTecTM, and TapTecTM.

*Please note - This role has the flexibility to utilize a hybrid work schedule of 2 days a week remote and 3 days a week at our Wilmington, Delaware office location – Experimental Station.

The Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to DuPont.

By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction.

They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer.

In the event of a service failure, the Customer Service Specialist initiates the corrective action for resolution of the failure and takes the lead position in resolution for the customer.

It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.


Primary Responsibilities:

Perform Order Management Activities:
Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. Many CSR's manage customer inventory, using telemetry or other automated systems, with a high degree of accountability.

Display Customer Advocate Leadership:
Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all DuPont functions. Realizes and anticipates how events and trends are likely to affect the customer's future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for DuPont. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.

Execute System and Technology Requirements:

Execute complex work processes through multiple systems and technology including: SAP, Rail Fleet System, Elemica, Telemetry, and Document Control System as examples.

The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required.

Problem Solver:
Makes recommendations to leverage DuPont resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections, leads conflict resolution, and reaches win- win agreements.

Uses knowledge of DuPont and Business strategies to make decisions and take action that improve performance in their area of responsibility.


Order Entry:
Utilizing the ERP system to accurately and timely place customer orders.

The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products.

The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.

Accountability for Action:
Demonstrates urgency, acts promptly and quickly removes roadblocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.

Critical Success Factors:
Exceeding customer expectations through successful customer relationships

Working knowledge of market dynamics and customers goals and objectives

Proactive approach in order receipt and handling work process

Value creation through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements

Forecasting customer order patterns

Compliance with internal and external control requirements

Note:
relocation is not provided with this position.

Required Qualifications:
High School diploma or GED is required

2-5 years of customer service-related experience

Proficiency with Microsoft Excel and Outlook

Preferred Qualifications:
Bachelor's Degree

Proficiency in ERP ECC SAP systems preferred

Strong negotiation and sales skills

Únete a nuestra comunidad de talento para mantenerte conectado con nosotros

DuPont ofrece igualdad de oportunidades.

Se tendrá en consideración a los solicitantes cualificados sin importar la raza, el color de piel, la religión, la religión, el sexo, la orientación sexual, la identidad de género, el estado civil, la nacionalidad, la edad, la condición de veterano, la discapacidad o cualquier otro colectivo protegido.

Si necesita alguna ayuda razonable para buscar o solicitar un puesto, visite nuestra página de accesibilidad para consultar la información de contacto

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