Customer Service Representative

DuPont•Midland, TX

1d•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 seeking an experience Customer Service Representative to join our Midland, MI team! A successful Customer Service Representative (CSR) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The CSR has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts. The CSR interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSR aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSR to translate the customers’ needs into information upon which the CSR, the business and other functions can make decisions and promptly act.

Requirements

Minimum 2 years of Customer Service experience or equivalent
Proficiency in SAP or another ERP system required
Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint)

Nice To Haves

SalesForce.com experience is a plus

Responsibilities

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
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
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