Customer Service Representative

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, producing materials essential in everyday technology devices, or protecting workers around the world.

About the role

A successful Customer Service Representative (CSR) must have a customer-focused mindset, enabling delivery of excellent customer service. The CSR has complete ownership of the order management process from initial order entry to product delivery for dedicated accounts. The CSR interfaces with customers as well as internal and external functional partners, aligning multiple internal resources toward the goal of zero-defect customer satisfaction.

Responsibilities

• Customer Engagement and Order Management
  • Responsible for multiple SAP transactions (order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices).
  • Work directly with strategic, complex, high-volume, or greater-revenue-generating customers.
  • Support customers with administrative and technical questions (EDI/Capture/MyDuPont), developing a strong understanding of DuPont’s products and services.
  • Build working relationships with commercial team partners to exceed customer expectations.
  • Analyze customer ordering patterns to anticipate 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 (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.
  • Investigate and drive timely resolution of customer disputes, interacting with the customer, credit, and sales representative.
  • Make decisions for customer returns following a quality complaint within assigned Delegation of Authority (DOA) limit.
  • Relay pertinent customer information (forecast, new projects, organizational changes) to the account manager.
• Business Processes
  • Work with Asset Schedulers and supply chain partners to assess and resolve material availability, supply issues, order management, and prioritization.
  • Engage the sales team on customer issues, requests, pricing, and approvals, followed by necessary actions to resolve.
  • Coordinate with warehouse and logistics partners to manage expedites, special freight handling, and daily deliveries/shipments.
  • Create and maintain customer desk manuals and other documentation in SharePoint or SAP.
  • Identify areas for improvement and implement change to increase effectiveness and efficiency.
  • Execute complex work processes through multiple systems and technology.
  • Leverage internal resources to optimize customer satisfaction with cost-to-serve objectives.
  • Work with Sales/Sales Support/Customer Advocacy/Pricing Team on quotes, new customer setup/changes, pricing, order fulfillment issues, complaints, and samples.
  • Process new customer setup and changes to existing customer master data via MDG Database.
  • Quick learner in using various applications.
• Controls and Compliance
  • Understand and support internal and external audit requirements related to customer service activities.
  • Provide timely responses for all control and audit requests, including month-end order-to-cash processes.
  • Engage in and drive continuous improvement of quality processes by working on best practices.
  • Adhere to policy and compliance standards.
  • Act as the quality champion on behalf of the customer, ensuring internal teams provide timely follow-up and resolution of complaints.
  • Act within assigned delegation of authority to perform SAP transactions (credits, returns, samples) while adhering to internal controls and SOX compliance.

Requirements

• Bachelor’s degree is preferred.
• Minimum 2 years of Customer Service experience or equivalent.
• Proficiency in SAP or another ERP system required.
• Intermediate to high-level Microsoft Office proficiency (Outlook, Excel, PowerPoint, Word, SharePoint); SalesForce.com experience is a plus.

Schedule

Hybrid Role: 4 days in office; 1 day remote.