Customer Service Specialist - Onsite

Primary Duties & 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/My DuPont), 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/My DuPont)
• 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.)

Education & Experience Required

• 2+ years of Customer Service experience or working in a similar role
• Proficiency in SAP or another ERP system required
• Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus