Associate Customer Service Representative

2 months ago

Wilmington, United States TalentBurst Full time
Job Title - Associate Customer Service Representative
Job Location - Wilmington, DE
Job Duration - 1+ year
Hybrid Role - This is a hybrid role 3 days in office on site

Job Details:
  • 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

Must Have Requirement:
  • Must be experienced in SAP (R3-P23)
  • Microsoft Office Suite - Excel experience is required
  • IT knowledge is a plus
  • Customer Service experience is required
#TB_HC

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