Customer Service Representative

DuPont Customer Service RepresentativeAt DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it's providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. Discover the many reasons the world's most talented people are choosing to work at DuPont.DuPont is currently seeking an experienced Customer Service Representative at our Midland, MI site. This is a hybrid position, working 60/40 onsite is required or as needed to support a 5-day workweek during the initial training period. The Customer Service Representative interfaces with customers and multiple business/functional partners to deliver exceptional service to customers and profitability to DuPont. By building successful relationships, s/he pulls together and aligns multiple internal resources and capabilities toward the goal of zero-defect customer satisfaction. S/he manages 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, on the correct equipment & with the correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure and takes the lead position in resolution for the customer. It is expected the CSR knows what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence. Experienced Customer Service position requiring full proficiency gained through job-related training and considerable on-the-job experience. Requires a broad understanding of the job and applies skills and knowledge in a range of processes, procedures and systems (or requires deep skills in a single area). Understands how the team integrates with others to accomplish broader objectives. Uses some discretion to modify work practices to improve efficiency; completes work with a limited degree of supervision. Impacts the quality, timeliness and effectiveness of the team; guides junior team members and may assist in their formal orientation and training. Takes a broad perspective and offers new, less obvious solutions to atypical or infrequent problems. Identifies key issues and patterns from partial/conflicting data; may support the development of solutions to complex, recurring problems.Responsibilities DescriptionA successful Customer Service Representative (CSR) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The CSR has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts. The CSR interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSR aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSR to translate the customers' needs into information upon which the CSR, the business and other functions can make decisions and promptly act.Your Key Responsibilities Will Be/What You'll Do:Customer Engagement and Order ManagementResponsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices)Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customersSupport customers with their administrative and technical questions (EDI/Capture/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPontBuild working relationships with commercial team partners to exceed customer expectationsAnalyze customer ordering patterns to anticipate customer needsServe as a liaison with customers on administrative and technical matters (EDI/Capture/MyDuPont)Respond to customer inquiries and complaints in a timely mannerReview daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, etc.)Demonstrate flexibility/adaptability in a dynamic, fast-paced team environmentQuickly identify and own resolution of customer issuesResponsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representativeMake decisions for customers' return following a quality complaint within their assigned Delegation of Authority (DOA) limitAs part of the account team, relay all pertinent information gathered from the customer to the account manager (forecast, new project, changes in the organization)Business ProcessesWork with Asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritization. Engage sales team on customer issues and requests, pricing, and approvals, followed by necessary actions to resolve. Coordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipments. Create and maintain customer desk manuals and other documentation in SharePoint or SAP. Identify areas for improvement and implement change to consistently strive for greater effectiveness and efficiency. Execute complex work processes through multiple systems and technology. Leverage multiple internal resources to optimize customer satisfaction with cost to serve objectives for the business. Work with Sales/Sales Support/Customer Advocacy/Pricing Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, and samples. Request and process new customer set up and changes to existing customer master data via MDG Database. Quick learner, in using various applications.Controls and ComplianceUnderstand and support both internal and external audit requirements as it relates to customer service activities. Provide timely responses for all control & audit requests, including month-end order to cash processes. Engage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standards. Be the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaints. Responsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance.Your Qualifications Profile:Required: Bachelor's degree, Minimum 2 years of Customer Service experience in an industrial or manufacturing environment, Proficiency in SAP is required, Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint)Preferred: Salesforce experience is a major plus, Import/Export shipping experience, Logistics management experienceJoin our Talent Community to stay connected with us DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information. DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.