Customer Service Representative

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As a Customer Service Representative you will interface with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to DuPont. By building successful relationships, you will pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction. You will also 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. 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. As a CSR, you'll be expected to know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.

RESPONSIBILITIES DESCRIPTION ​  

Your key responsibilities will be/what you’ll do:​ 

• Perform Order Management Activities: Handles routine and non-routine customer order activities, including managing customer demand, complex order entry (i.e. export) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.

• Display Customer Advocacy Leadership: Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all DuPont functions. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for DuPont. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.

• Exhibit System and Technology Requirements: Ability to manage complex work processes through various systems and technology including: ECC, Elemica and SalesForce as examples. This requires knowledge of Supply Chain, Credit, Planning, Pricing, Logistics and Invoicing. High degree of systems knowledge and understanding is required.

• Problem Solver: Makes recommendations to leverage DuPont resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections, leads conflict resolution and reaches win- win agreements. Uses knowledge of DuPont and Business strategies to make decisions and take action that improve performance in their area of responsibility. Individual is expected to communicate with others regarding customer issues and problem resolution.

•  Order Entry: Utilizing ECC for accurate and time placement of customer orders. The CSR typically works with a very complex combination of order scenarios, such as product availability, packaging types, pricing, customer credit status, multiple sourcing locations, various modes of transportation, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.

• Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact and accountability for taking actions that keep things moving forward. It also requires accountability for actions taken ensuring work processes are followed.

JOB QUALIFICATIONS​ 

Requirements:​ 

• Minimum Bachelor's Degree - Required (Accounting, Business, Marketing or related discipline preferred).

• 2-5 years of customer service or related experience required

• Proficiency in ERP ECC SAP systems preferred