Customer Service Specialist

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. 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 position for a Customer Service Representative (CSR) located in Wilmington, DE. The Customer Service Representative is the interface between customers and our business to deliver exceptional service to our customers through the order to cash process. The Customer Service Representative provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Manufacturing, Marketing & Sales, Supply Chain, etc.) to meet company objectives. This position will work with, but not limited to, supply chain planners, logistics team, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers' needs while maintaining quality standards. In addition, this position will focus matching customer needs to the DuPont product offerings. Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, and monitoring sales orders through the order fulfillment process. This position will also require a thorough understanding of and become actively involved in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.

Core Responsibilities:

Manage customer orders through Customer Service work processes and systems;
Handle all types of customer orders, including indent orders and services invoicing requests;
Supports customers with coordination of returns when required, following Dupont's Return Policies;
Maintain a thorough knowledge of the businesses' products, businesses, applications, and service offerings;
Strengthen customer experience by developing solid relationships, understanding customer needs and gathering market intelligence;
Coordinate activity at assigned customer accounts, proactively address issues and implement solutions;
Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
Identify and deliver value added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings;
Differentiate between customer requirements and DuPont capabilities; choose the best/cost effective solution;
Support commercial strategies with DuPont customers across multiple businesses;
Provide backup coverage for peers.
Responsible for establishing and maintaining relationships with the customers.
Respond to sales team inquiries as: prices, stock, latest sales.

Additional Qualifications/Responsibilities

Minimum Skills Required:

Develop proficiency as a Customer Service Representative;
Have experience in providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction;
Proven ability to build and maintain strong customer relationships;
Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers;
Ability to identify areas for improvement and escalate for change management implementation;
Excellent interpersonal and written communication skills;
Strong computer skills. Salesforce.com experience is a plus;
Knowledge of the Sales to Cash (STC) transactions in SAP;
Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word).
Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management;
Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment;
Logistics, operations, or manufacturing experience preferred;
Additional Information:

Customer visits may be required.
Competencies:

Building Sustainable Customer Relationships. Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.

Problem Solving. Ability to engage and resolve intricate and detailed issues. Embrace change, maintaining effectiveness when experiencing major changes in work tasks or the work environment.

Adjust effectively to work within new work structures, processes, requirements, or cultures. Engagement, demonstrating a willingness to actively commit to one's work and to invest one's time, talent, and best efforts to accomplish organizational goals.

Interpersonal Skills. Interact with others properly in the business domain. Ability to get along with others while getting the job done. Savvy business skills

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