Business Process Consultant

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. 

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!

WHY JOIN US?

Our purpose is to empower the world with essential innovations to thrive. We work on things that matter! 

Have the Opportunity 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. 

Get to Experience a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all!

Get to know our Purpose 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.

POSITION OVERVIEW:

The Business Process Consultant (BPC) is a leveraged role across teams in Americas under the Enablement Team in the Customer Service (CS) Organization.

The BPCs are the experts that provide support to our CS Organization in many areas such as SAP, SFDC, eCommerce, business process by helping the team with technical and process issues. This is also a key role to identify process improvements as well best practices to be leveraged across our AMS organization.

This position drives implementation, alignment, and execution of business processes and provides continual skill enhancement of Customer Service Teams through day- to- day coaching, troubleshooting, and training. Manages the training process, interfaces with many levels across businesses including, but not limited to, Sales and Marketing, Finance, Customer Service, and IT support organizations.  Provides continuous improvement of the Order-to-Cash process by working on best practices, training, and change management opportunities. Must have a strong understanding and working knowledge of SAP. 

RESPONSIBILITIES:

• Address transactional and operational issues through providing troubleshooting and escalation.
• Monitor daily EDI operations: verify EDI transmissions, assure compliance, troubleshoot, and perform root cause analysis, exception handling, and re-processing when necessary
• Develop and deliver system Training programs based on the organization needs.
• Develop and standardize job aides and documentation. Keeping them current for SAP, related systems, and processes.
• Drive business process improvement and automation.
• Provide communications and change management training to CS Team as necessary. 
• Continues to upgrade the skill set of the Customer Service Organization.
• Participates in the business process area network within DuPont and work closely with BPO (Business Process Owner).
• Participates in the implementation of new systems and system upgrades by leading the UAT with the other BPCs.
• Represent the AMS Team on projects.
• eCommerce support with new customer onboarding and troubleshooting.
• Telephony support and troubleshooting.

Experience / Training / Certifications:

• Bachelor’s degree is required.
• 5+ years of experience in customer service support or customer service representative
• SAP & eCommerce Knowledge – should be able to give support on OTC transactions.
• Operational Troubleshooting – Ability to identify process gaps and issues.
• Teamwork – Ability to work collaboratively with the other BPCs across the region.
• Process Improvement – Identify best practices and implement process improvements.
• Training skills – Capability to train the team on new processes or best practices.
• SFDC knowledge – SFSC, Account and Contact management.
• Microsoft suite of tools knowledge preferred – Power Platform, SharePoint, ClipChamp.
• Analytical thinking, problem solving, decision making, and communication skills.

• Project Management experience.
• Preferred: Customer Service and/or CS Support Experience.
• Data Analysis experience.

Location:

United States - Marlborough, MA or Wilmington, DE area preferred but will consider any US DuPont si