Customer Service Representative

Customer Service Representative

At DuPont, our purpose is to empower the world with essential innovations to thrive. We work 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. Discover the many reasons the world's most talented people are choosing to work at DuPont.

DuPont is currently seeking an experienced Customer Service Representative to join our team in Midland MI.

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.

Job Qualifications

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

Controls and Compliance

Requirements

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.