Customer Service Representative (m/f/d)

<p>At DuPont, we are working 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. </p><p></p><p>If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you!</p><p><b>WHY JOIN US?</b></p><p></p><p><b>Our purpose is to empower the world with essential innovations to thrive. We work on things that matter! </b></p><p></p><p>Have the <b>Opportunity</b> to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career. We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results. </p><p></p><p>Get to <b>Experience</b> a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all!</p><p></p><p>Get to know our<b> Purpose</b> and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.</p><p></p><p></p><p>The Water &amp; Protection Customer Service Team in EMEA has its main objective to elevate the Customer Experience.  We are looking for a Customer Service Representative in the Water Solutions business. This position reports to the EMEA Customer Service Team <span><span>Leader.   </span></span></p><p></p><p>The Customer Service Representative is the interface between customers and multiple business and functional partners to deliver exceptional service to customers and profitability to DuPont.</p><p>By building successful relationships, the CSR is pulling together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer.</p><p>In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure and takes the lead position in resolution for the customer.  It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.</p><p></p><p>The main responsibilities include:</p><ul><li>Order Receipt &amp; Handling - routine and non-routine customer order activities, including following up on samples, complex order entry, utilizing and following business sales policies, processes and best practices to ensure high quality service and in compliance with SOX throughout the whole order cycle</li><li>Anticipation of customer expectations and identification of best solution or alternative</li><li>Differentiate between customer requirements and DuPont offer; choose the best/cost effective solution in line with Business Sales Policies</li><li>Actively contributing to the business goals, in particular for Customer Service</li><li>Understanding of the supply chain and produce product process and work closely with the functions involved</li><li>Strong interface and daily interaction with internal partners, eg. SAP, Master Data, Pricing teams, Logistics, Supply chain and Decision Centers and Credit</li><li>Work closely together with the Sales Reps and Key Account Managers</li><li>In the event of a service failure look for immediate best solution for the customer and initiate corrective actions via the complaint handling process</li><li>Manage orders via our digital tools; SFDC Service Cloud, Customer Portal and MyDuPont</li><li>Back-up of team-members</li></ul><p>  </p><p>Goals:</p><ul><li>Actively contribute to the business goals in collaboration with Sales and Supply Chain</li><li>Align personal goals to Business, Customer Service and Improvement initiatives</li><li>Acquire and maintain high working knowledge on Business Best Practices and Sales Policies</li><li>Execute job in accordance with internal &amp; SOX requirements</li></ul><p></p><p>Qualifications</p><ul><li>Preferably minimum Bachelor degree</li><li>Good proficiency (written &amp; oral) in English and German, every other language is an asset</li><li>Required good command of SAP (P23).  Experience in Export and Customer Service is a plus</li><li>Experience in SFDC is a plus</li><li>Knowledge of the Corian® business, and products, will be considered a plus</li><li>Self-motivation, excellent communication and strong interpersonal skills are essentia