Customer Service Representative

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A successful Customer Service Specialist (PROCESS OWNERS) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The PROCESS OWNERS have complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.

The PROCESS OWNERS interface with customers as well as internal and external functional partners. By building successful relationships, the PROCESS OWNERS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the PROCESS OWNERS to translate the customers’ needs into information upon which the PROCESS OWNERS, the business and other functions can make decisions and promptly act. 

Primary Responsibilities:

Customer Engagement and Order Management

• Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices).  PROCESS OWNERS is also responsible to manage Salesforce cases and respond to the internal and external customers.

• Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers; this may include consignment, bulk or import/export shipments

• Support customers with all their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&I

• Build working relationships with commercial team partners to exceed customer expectations

• Analyze customer ordering patterns to anticipate customer needs and meet requirements.

• Serve as a liaison with customers on administrative and technical matters (EDI/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, GUPI, 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 rep

• 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…)

Business Processes

• 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 profiles 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/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development 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

• Log into customer portals to review supplier releases

Controls and Compliance

• Understand and support both internal and external audit requirements as it relates to customer service activities