Associate Customer Service Representative

Job Title - Associate Customer Service Representative

Job Location - Wilmington, DE

Job Duration - 1 year

Hybrid Role - This is a hybrid role 3 days in office on site

Job Details :

• 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

Must Have Requirement :

TB_HC