Associate Customer Service Representative

6 hours ago

Wilmington, United States Ageatia Global Solutions Full time
POSITION PURPOSE
The purpose of this position is to receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction.
2. ORGANISATION
- Position to which superior reports : CS Manager or Supply Chain Manager
- Other positions reporting to the same superior : Junior CSR, Senior CSR
- Subordinates : none

3. DIMENSIONS
Depending complexity within each specific BU.

4. NATURE AND SCOPE
4.1. Key Responsibility Areas

- Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business.
Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues
- Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers : knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model
- Interacts with broader network of Internal DuPont Partners to ensure that the customers' requirements are understood and commitments are met.
- Receives and processes all types of customer orders including complex and/or Export orders.
Responsible for inquiry & order handling process from beginning to end
- Is responsible for management of consignment stock : consignment fill-up, inventory management, invoicing, count, reconciliation
- Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis.
- Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
- Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements.
- Is able to provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
Optional (depending on BU requirements) :
- Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines
- Performs limited Master Data entries related to: Materials, Transfer pricing, customer prices, GTS
- Receives, corrects and processes complex orders shipped between regions or plants.
- Has understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits.
- Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
- Supports Sales by providing detailed input/reports on sales volumes by account

4.2. Interactions
- Internal :
o CS Team Leader or CS Supervisor
o Junior CSRs
o Sales Representatives
o Product Coordinator or Supply Chain Specialist/Scheduler
o Supply Chain Warehouse & Logistics Specialist
o Credit Controller
o Data Management team
o SAP key-user
- External :
o Customers : B-type customers. Occasional contacts with A-type customers
o Consignment customers
o Warehouse
o Carrier

5. KNOW-HOW / EXPERIENCE

5.1. Education : Bachelor degree or equivalent through experience *

5.2. Knowledge, skills & experience
- Knowledge
o Language skills : Local language, good knowledge of English, good knowledge of additional language depending on territory (oral and written)
o Computer knowledge : Proficient in Word and Excel. Good knowledge of SAP.
* may vary depending local country requirements

- Skills
o Strong interpersonal skills
o Good written and verbal communication skills
o Active listening skills

- Experience
o 2 years' experience in a customer-oriented position

5.3. Competencies
- Core (Individual Contributor) :
o Building sustainable customer relationships : Builds collaborative relationships.
o Communicating with impact : Listens and responds to questions and objections
o Teamwork / collaboration
o Embracing change : Approaches change positively
o Analysis & judgment : Identifies issues, gathers and interprets information
o Engagement
o Managing for productivity : Prioritizes tasks and stays focused
o Business acumen : Understands business operations

- Functional :
o Applied learning
o Customer Service Fundamentals
o Follow up : follows up on the status of customer orders autonomously
o Managing conflict : opens discussions effectively
o Quality orientation. Disciplined to follow procedures
o Stress tolerance : Ability to work under pressure and able to manage multiple basic tasks
o Continuous improvement : Ability to pro-actively identify opportunities for improvement and communicate internally
o Autonomous
o Engineering the customer experience
o Segmentation of service to customers

6. PROBLEM SOLVING
The jobholder needs to identify, define and resolve customer issues in an independent way.
This requires excellent problem-solving skills to pro-actively propose solutions. The jobholder has to be able to make a Root Cause Analysis.
He/she needs to obtain and maintain a thorough understanding of the business of the customer, to respond to customer needs and to be able to take appropriate action in case issues arise.

7. ACCOUNTABILITY
The jobholder contributes significantly to customer satisfaction of complex customers, including Export.Learn More

  • Associate Client Service Representative

    3 weeks ago

    Wilmington, United States Corporation Service Company Full time

    Associate Client Service Representative Wilmington, DE (Hybrid) Monday - Friday, 9:00 am-6:00 pm Are you passionate about delivering exceptional service? Us too. Were hiring a Client Service Representative for our corporate call center team. Youll Client Service, Representative, Associate, Service, Business, Client, Retail, Business Services

  • Customer Service Representative

    6 months ago

    Wilmington, United States PrideStaff Full time

    Customer Service Representative PrideStaff, a national staffing company, is seeking an enthusiastic Customer Service Representative to work with our clients. The Customer Service Representative will work in a call center environment and will make inbound as well as outbound call to customers. Ability to up-sell a plus! Job Responsibilities As a Customer...

  • Customer Service Representative

    2 days ago

    Wilmington, United States PrideStaff Full time

    Customer Service RepresentativePrideStaff, a national staffing company, is seeking an enthusiastic Customer Service Representative to work with our clients. The Customer Service Representative will work in a call center environment and will make inbound as well as outbound call to customers. Ability to up-sell a plus! Job Responsibilities As a Customer...

  • Customer Service Representative

    2 months ago

    Wilmington, United States Circle K Full time

    Circle K - 1620 Airport Blvd [Retail Associate / Team Member] As a Customer Service Representative at Circle K, you'll: Provide prompt, courteous customer service and resolve customer issues on shift; Ring up all sales on cash register properly; Perform multi-function operation of fuel console, lottery machine, etc.; Inspect store facilities and equipment...

  • Customer Service Representative

    3 weeks ago

    Wilmington, United States Circle K Full time

    Circle K - 6759 Carolina Beach Rd [Retail Associate / Team Member] As a Customer Service Representative at Circle K, you'll: Provide prompt, courteous customer service and resolve customer issues on shift; Ring up all sales on cash register properly; Perform multi-function operation of fuel console, lottery machine, etc.; Inspect store facilities and...

  • Customer Service Representative

    3 months ago

    Wilmington, United States Circle K Full time

    Circle K - 2375 S 17th St [Retail Associate / Team Member] As a Customer Service Representative at Circle K, you'll: Provide prompt, courteous customer service and resolve customer issues on shift; Ring up all sales on cash register properly; Perform multi-function operation of fuel console, lottery machine, etc.; Inspect store facilities and equipment for...

  • Customer Service Representative Associate

    1 month ago

    Wilmington, United States Pyramid Consulting Full time

    Immediate need for a talented Customer Service Representative Associate. This is a 04+ Months Contract opportunity with long-term potential and is located in Wilmington, DE (Onsite). Please review the job description below and contact me ASAP if you are interested. Job ID:24-48543 Pay Range: $15 - $16.30/hour. Employee benefits include, but are not limited...

  • Customer Service Representative Associate

    2 days ago

    Wilmington, United States Pyramid Consulting, Inc Full time

    Immediate need for a talented Customer Service Representative Associate. This is a 04+ Months Contract opportunity with long-term potential and is located in Wilmington DE (Onsite). Please review the job description below and contact me ASAP if you are interested.Job ID:24-48543Pay Range: $15 - $16.30/hour.  Employee benefits include, but are not limited...

  • Customer Service Representative

    1 week ago

    Wilmington, Delaware, United States Shore Stop Full time

    Company OverviewWelcome to Shore Stop, a dynamic community hub where customers find more than just snacks and fuel. We're a team that supports and encourages each other, making our store a place that feels like home.Job SummaryWe're seeking a highly motivated Customer Service Representative/Sales Associate to join our team. As the heartbeat of our store,...

  • Customer Service Representative

    7 days ago

    Wilmington, United States Hustle Notice Biz Full time

    Customer Service RepresentativeDepartment: Core Call Inc Employment Type: Full Time Location: Wilmington Compensation: $17.45 - $25.00 / hour DescriptionJob Description: Customer Service RepresentativePosition Overview: We are seeking a friendly, detail-oriented, and customer-focused individual to join our team as a Customer Service Representative (CSR). In...

  • Customer Service Representative Associate

    1 month ago

    Wilmington, United States Pyramid Consulting, Inc Full time

    Immediate need for a talented Customer Service Representative Associate. This is a 04+ Months Contract opportunity with long-term potential and is located in Wilmington, DE (Onsite). Please review the job description below and contact me ASAP if you are interested.Job ID:24-48543Pay Range: $15 - $16.30/hour. Employee benefits include, but are not limited to,...

  • Customer Service Representative

    2 days ago

    Wilmington, United States Hustle Notice Biz Full time

    Customer Service RepresentativeDepartment: Core Call IncEmployment Type: Full TimeLocation: WilmingtonCompensation: $17.45 - $25.00 / hourDescriptionJob Description: Customer Service RepresentativePosition Overview:We are seeking a friendly, detail-oriented, and customer-focused individual to join our team as a Customer Service Representative (CSR). In this...

  • Customer Service Representative

    3 weeks ago

    Wilmington, United States PostScan Mail Full time

    We are looking for a qualified customer service representative (CSR) to join our team. You will provide support to our business development representatives and respond to customer and prospect queries. The best CSRs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. They love to talk and understand the value...

  • Customer Service Representative

    3 weeks ago

    Wilmington, United States PostScan Mail Full time

    We are looking for a qualified customer service representative (CSR) to join our team. You will provide support to our business development representatives and respond to customer and prospect queries. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the...

  • Associate Client Service Representative

    2 weeks ago

    Wilmington, United States Corporation Service Company Full time

    Job DescriptionAssociate Client Service RepresentativeWilmington, DE (Onsite)Monday - Friday, 9:00am-6:00pmAre you passionate about delivering exceptional service? Us too. We're hiring a Client Service Representative for our corporate call center team. You'll work directly with our clients (other companies) and teams at CSC to provide solutions that help...

  • Customer Service Representative, Overnight

    2 months ago

    Wilmington, United States Circle K Full time

    Circle K - 705 W Baltimore Street [Retail Associate / Team Member] As a Customer Service Representative at Circle K, you'll: Provide prompt, courteous customer service and resolve customer issues on shift; Ring up all sales on cash register properly; Perform multi-function operation of fuel console, lottery machine, etc.; Inspect store facilities and...

  • Customer Service Representative

    5 days ago

    Wilmington, North Carolina, United States Which Wich Superior Sandwiches Full time

    Job Description: Customer Service RepresentativeWe are looking for a talented Customer Service Representative to join our team at Which Wich Superior Sandwiches. As a Customer Service Representative, you will be responsible for providing top-notch customer service, taking guest orders, and ensuring a positive dining experience.Duties and...

  • Customer Service Representative

    2 months ago

    Wilmington, United States Waltham Services Full time

    Overview: Waltham Pest Services is the original pest control provider in the New England area. We provide ourselves on providing first-class services with a focus on public health and safety. We also innovate to add more and more services to help keep the homes and business in our area safe and healthy. We also focus on our people on the inside. Their...

  • Customer Service Representative

    4 weeks ago

    Wilmington, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are in search of a Customer Service Representative to join our team in Wilmington, North Carolina. This role offers a short term contract employment opportunity in the logistics industry. As a Customer Service Representative, you will be required to utilize your skills in customer service, basic office equipment, Microsoft...

  • Customer Service Representative

    8 hours ago

    Wilmington, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are in the process of recruiting a Customer Service Representative for our team in Wilmington, North Carolina. In this role, the Customer Service Representative will be entrusted with managing customer applications, maintaining precise customer records, and addressing customer inquiries. This role also includes the...