Customer Service Representative

Job Description

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Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

At DuPont, we are working 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.

If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you

We are excited to share that on May 22, 2024, DuPont announced plans to separate(1) into three industry-leading, independent publicly traded companies. This strategic move will create focused businesses with distinct investment profiles. We believe the proposed separations will create opportunities for all three future companies to better serve their customers and unlock long-term value for stakeholders. This process is expected to take 18-24 months from the date of announcement to complete. We are committed to supporting our employees throughout this transition and ensuring a smooth and successful separation process. We look forward to welcoming new talent who are interested in contributing to the continued success and growth of our evolving organization.

WHY JOIN US?

Our purpose is to empower the world with essential innovations to thrive. We work on things that matter

Have the Opportunity to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career. We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results.

Get to Experience a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all

Get to know our Purpose and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.

DuPont Electronics & Imaging has an opening for a Customer Service Representative located in Marlboro, MA.

This is hybrid role working onsite 3 days a week onsite.

RESPONSIBILITIES DESCRIPTION

A successful Customer Service Specialist (CSS) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The CSS has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.

The CSS interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSS to translate the customers' needs into information upon which the CSS, the business and other functions can make decisions and promptly act.

JOB QUALIFICATIONS

Your key responsibilities will be/what you'll do:

Customer Engagement and Order Management
Responsible 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 customers; this may include consignment, bulk, or import/export shipments.
Support customers with their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&I
Build working relationships with commercial team partners to exceed customer expectations
Analyze customer ordering patterns to anticipate customer needs
Serve as a liaison with customers on administrative and technical matters (EDI/MyDuPont)
Respond to customer inquiries and complaints in a timely manner
Review 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 environment
Quickly identify and own resolution of customer issues
Responsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representative
Make decisions for customers' return following a quality complaint within their assigned Delegation of Authority (DOA) limit
As 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 Processes

Work 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 profiles 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/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development and samples
Process new customer set up and changes to existing customer master data via MDG Database
Request new customer set up and changes to existing customer master data in MDG Database
Log into customer portals to review supplier releases
Quick learner, especially when it comes to IT systems
Controls and Compliance

Understand 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

Additional Qualifications/Responsibilities

Requirements:

Bachelor's degree preferred but not required

Minimum 2 years of Customer Service experience or equivalent

Proficiency in SAP R/3 or another ERP system preferred

Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus

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