Customer Service Representative

DuPont de Nemours Inc.•Midland, MI

35d•Hybrid

About The Position

At 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. Why Join Us | DuPont Careers 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.

Requirements

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)

Nice To Haves

Salesforce experience is a major plus
Import/Export shipping experience
Logistics management experience
Support of import / export shipments
Export compliance knowledge
EIMS Filing (Import and Export) - submit requests through EIMS for materials that require classification (Export Commodity Code / HTS Number / ECCN Classification)
Handling of Hazardous Materials and export compliance to regulations
Handling of Materials that require an Import License
Incoterm management
Specific import regulations for each country
Logistics facilitation
Management of air shipments, ocean shipments, truck and rail shipments, working with supply chain and logistics service providers to ensure timely movement of imports and exports

Responsibilities

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
Support 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 DuPont
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/Capture/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)
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 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
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