Associate Customer Service Representative

Job description: The purpose of this position is to receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction.

Key Responsibility Areas

• Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business.
• Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues
• Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers : knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model
• Interacts with broader network of Internal DuPont Partners to ensure that the customers’ requirements are understood and commitments are met.
• Receives and processes all types of customer orders including complex and/or Export orders.
• Responsible for inquiry & order handling process from beginning to end
• Is responsible for management of consignment stock : consignment fill-up, inventory management, invoicing, count, reconciliation
• Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis.
• Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
• Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements.
• Is able to provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
• Optional (depending on BU requirements) :
• Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines
• Performs limited Master Data entries related to: Materials, Transfer pricing, customer prices, GTS
• Receives, corrects and processes complex orders shipped between regions or plants.
• Has understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits.
• Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
• Supports Sales by providing detailed input/reports on sales volumes by account

Qualifications:

• Must be experienced in SAP (R3-P23)
• Microsoft Office Suite - Excel experience is required
• IT knowledge is a plus
• Customer Service experience is required
• This is a hybrid role 3 days in office on site

Interactions

Internal :

CS Team Leader or CS Supervisor

Junior CSRs

Sales Representatives

Product Coordinator or Supply Chain Specialist/Scheduler

Supply Chain Warehouse & Logistics Specialist

Credit Controller

Data Management team

SAP key-user

External :

Customers : B-type customers. Occasional contacts with A-type customers

Consignment customers

Warehouse

Carrier

Education : Bachelor degree or equivalent through experience *

Knowledge, skills & experience

Knowledge

Language skills : Local language, good knowledge of English, good knowledge of additional language depending on territory (oral and written)

Computer knowledge : Proficient in Word and Excel. Good knowledge of SAP.

* may vary depending local country requirements

Skills:

Strong interpersonal skills

Good written and verbal communication skills

Active listening skills

Experience: 2 years’ experience in a customer-oriented position

Competencies

Core (Individual contributor):

Building sustainable customer relationships : Builds collaborative relationships.

Communicating with impact : Listens and responds to questions and objections

Teamwork / collaboration

Embracing change : Approaches change positively

Analysis & judgment : Identifies issues, gathers and interprets information

Engagement

Managing for productivity : Prioritizes tasks and stays focused

Business acumen : Understands business operations

Functional :

Applied learning

Customer Service Fundamentals

Follow up : follows up on the status of customer orders autonomously

Managing conflict : opens discussions effectively

Quality orientation. Disciplined to follow procedures

Stress tolerance : Ability to work under pressure and able to manage multiple basic tasks

Continuous improvement : Ability to pro-actively identify opportunities for improvement and communicate internally

Autonomous

Engineering the customer experience

Segmentation of service to customers

Problem Solving

The jobholder needs to identify, define and resolve customer issues in an independent way.

This requires excellent problem-solving skills to pro-actively propose solutions. The jobholder has to be able to make a Root Cause Analysis.

He/she needs to obtain and maintain a thorough understanding of the business of the customer, to respond to customer needs and to be able to take appropriate action in case issues arise.

Job Type: Contract

Pay: Up to $27.00 per hour

Shift:

• Day shift

Work Location: In person

Salary : $27