Customer Service Representative

Customer Service Representative

DuPont is seeking an experienced Customer Service Representative to join our Midland, MI team!

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

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

Your key responsibilities will be/what you'll do:

• 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/MyDuPont), 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/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, 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.)

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 desk manuals 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/Sales Support/Customer Advocacy/Pricing Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, 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
• Quick learner, in using various applications

Controls and Compliance

• Understand and support both internal and external audit requirements as it relates to customer service activities
• Provide timely responses for all control & audit requests, including month-end order to cash processes
• Engage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standards
• Be the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaints
• Responsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance

Job Qualifications

Requirements:

• Bachelor's degree is preferred
• Hybrid Role: 4 days in office; 1 day remote
• Minimum 2 years of Customer Service experience or equivalent
• 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

DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.

DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.