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    Customer Service Business Process Consultant - Los Angeles, United States - DuPont

    DuPont
    DuPont Los Angeles, United States

    2 weeks ago

    Default job background
    Description

    Customer Service Business Process Consultant
    Location

    Wilmington, Delaware, United States of America

    Category

    Other

    Job Id

    221820W

    Job Type

    Experienced


    JOB DESCRIPTION


    The
    Business Process Consultant (BPC)* will provide day to day support for both the domestic and export customer service teams and interface with many functions including, but not limited to, sales and marketing, finance, order fulfillment, credit, warehouse, logistics and IT support.

    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.

    Drives implementation, alignment, and execution of business processes and provides continual skill enhancement of Customer Service Reps, both domestic and export through day-to-day coaching, troubleshooting, and training.

    Supports both Customer Service and business process initiatives to ensure maximum benefit is derived. This position is responsible for trainings across the Customer Service Teams.


    Responsibilities:** Provide day-to-day support for customer service

    • Must be able to lead, initiate, influence, and drive change
    • Troubleshoot to find solutions for customer service systems issues
    • Drive business process improvements to enhance the customer experience
    • Thorough understanding of the Quality System, providing support to CSRs and leadership
    • Participate/Support audits for customer service across multiple work processes to ensure compliance with internal and SOX standards
    • Serve as first point of contact for many functions across the business (i.e. pricing, warehouse, supply chain, credit, management, sales, eBusiness) for resolution of issues and/or inquiries related to customer service
    • Lead for conducting CSR error investigations to establish preventative action and drive best business practices

    SAP** Serve as the first line of support for SAP and related systems for the customer service teams

    • Work closely with Business Process Owners (BPOs) on global and business initiatives
    • Execute business integration testing (BIT) and coordinate user acceptance testing (USAT) as needed
    • Participate in global SAP infrastructure calls to leverage best practices across regions/businesses

    Business Improvement** Develop and standardize process documentation and training documents, review and update content in SharePoint

    • Represent customer service on corporate/global projects
    • Define and implement business processes in support of effective business operations reporting

    Training** Responsible for new hire training including timeline, content creation, tracking progress

    • Identify customer service training gaps and provide all training/retraining
    • Train other workstreams and regions on order-to-cash related business processes/policies as needed

    Competencies required:**
    Managing for Productivity: Self-managed professional with technical systems experience, and who must possess strong organizational skills to provide accurate follow-up through completion of multiple concurrent tasks. Ability to lead multiple projects at a time while meeting deadlines and operating within the most cost-efficient structure.
    *
    Problem Solving: Strong analytical skills are required to engage and resolve detailed issues; must possess the ability to translate needs into a workable implementation plan.
    *
    Teamwork and Collaboration: Ability to network and be a strong team player. Work well in a team setting, embrace others differences and constructive feedback
    *
    Communicating with Impact: Has strong verbal and written communication skills to effectively engage a diverse user community. Should also possess strong presentation skills to effectively deliver trainings and present results.
    *
    Embracing Change: Maintain effectiveness when experiencing major changes in work tasks or the work environment; approach change positively


    Job Qualifications:** Bachelors degree in any field is required

    • 5+ years as an expert in SAP (P23 & P80) or another ERP system is required for this role
    • SAP Order-to-Cash expertise
    • Change management and data analysis experience
    • Working knowledge of Project Management principles and tools
    • Proficient in Microsoft Office applications (including Excel, PowerPoint, Word and SharePoint) and

    NOTE: Visa sponsorship/support is NOT available for this position, including any type of U.S. permanent residency (green card) process and/or future work visa renewals (e.g., F-1 (CPT or OPT), H-1B, O-1, TN, etc.)

    Key reasons for you to apply:

    • On-going learning and personal development opportunities in a rewarding work environment.
    • Start or continue on a career journey that can span different businesses, projects and functions with opportunities for personal and professional growth.
    • Additionally, diversity, equity and inclusion are central to our high-performing culture.
    #LI-JH1
    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

    .

    For US Applicants:
    See the Equal Employment Opportunity is the Law poster at:
    For our U.S. Affirmative Action Policy, .

    #J-18808-Ljbffr
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