Customer Service Representative

Dupont Chemicals Company•Auburn Hills, MI

1d•Hybrid

About The Position

The Customer Service Representative (CSR) owns the order management process for dedicated accounts, from initial order entry through product delivery. The role focuses on excellent customer service and works with customers and internal and external functional partners to coordinate resources and support zero-defect customer satisfaction. The CSR translates customer needs into actionable information so the business and its functions can make decisions and respond promptly. The position is based in Auburn Hills, Michigan, and is hybrid: four days in the office and one day working from home. This schedule is subject to change by the company.

Requirements

High school diploma required.
Experience with SAP-R3 or equivalent required.
Order entry experience required.
Previous customer service experience required.
Work location is Auburn Hills, Michigan.

Nice To Haves

College degree preferred.

Responsibilities

Manage customer engagement and orders for assigned accounts, from order entry through delivery.
Complete SAP transactions, including order entry, returns, credits and debits, quality notifications, outputs, deliveries and shipments, and invoices.
Build working relationships with commercial team partners to exceed customer expectations.
Analyze customer ordering patterns to anticipate customer needs.
Liaise with customers on administrative and technical matters, including EDI, Capture, and My DuPont.
Respond to customer inquiries and complaints in a timely manner.
Review daily reports, such as open order, returns, SAP block, and promise/failure reports, to address and resolve issues proactively.
Adapt to a dynamic, fast-paced team environment.
Identify customer issues and take ownership of their resolution.
Investigate and drive timely resolution of customer disputes, coordinating with customers, credit, and sales representatives.
Make decisions on customer returns following quality complaints within the assigned Delegation of Authority (DOA) limit.
Share pertinent customer information with the account manager, including forecasts, new projects, and organizational changes.