Order to Cash Global ERP Subject Matter Expert - Wilmington, United States - Dupont

Dupont

Verified Company

Wilmington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

At DuPont, we are working 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.

If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you

WHY JOIN US?

Our purpose is to empower the world with essential innovations to thrive. We work on things that matter

Have the
Opportunity to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career.

We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results.

Get to
Experience a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all

Get to know our
Purpose and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.

The areas of proficiencies expected are:

CS Performance Metrics:
understands the key metrics and the impact that improved performance has on the overall business. Identifies opportunities for improvement and relate best practices to improved performance and accuracy.

Master Data:

understands master data in SAP and affiliated systems, their inter-relationships and can teach and guide CS professionals on their use and set up, either directly or in conjunction with the Master Data Team.

Customer Service Roles and Processes:

can explain the customer service key roles and OTC processes, the importance and impact of their work and value to the function and business.

Can assist in organizational and process design and efficiency and understands the interaction and interdependency of these with adjacent functions (e.g., Logistics, Supply Chain, Tax, Finance, Sales & Marketing).

Controls, Compliance and Risk Management:

understands operational requirements and the controllership implications of a publicly traded company and incorporates this into governance and design guidance so to ensure compliant solutions and improvements.

Critical Skills:

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ERP Subject Matter Expert (SME) - should be a recognized and respected SME in the customer service space, have a demonstrated ability to translate system and interface capabilities and needed functionality so to maximize customer experience, productivity and contribution to business goals.
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Complex Operational Troubleshooting - ability to effectively translate and prioritize issues as well as utilize experience and networks to identify immediate and long-term solutions.
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Continuous Improvement

A mindset to continuously identify, build out, extend and institutionalize best practices to better meet customer and business needs.

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Training and Development - experience and capability to train Trainers and/or organizations, develop curriculum and associated best practices & processes.
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Analytics and tools - should have the ability to review CS data and garner insights, as well as to selectively design and test new tools, approaches and processes.
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Networking - ability to collaborate with a variety of CS, adjacent function and business colleagues to ensure progress against project goals, and world class customer service processes, practices and organizational capabilities.
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Mindset - A mindset to continuously learn and improve own knowledge, and readily embrace and adapt to change.

Responsibilities:

This role is expected to:

Provide, and continuously develop, deep end to end systems expertise.
Provide Support and Troubleshooting for escalated needs from across the global CS team which cannot be addressed by local CS coaches or Regional Business Process Consultants (BPCs). This is across all systems, practices and processes but particularly SAP (ECC6 and prior versions of SAP) and consultation to those utilized by any acquisitions)
Work closely with E&I CS Enablement Organization and Functional Leadership to identify and address systemic issues, needs and improvement opportunities, so to maximize organizational performance, effectiveness and capability.
Represent Global CS in the design, development, testing, implementation and assessment of new/changed programs, systems, processes and practices, particularly those initiated corporately, with cross functional implications and/or with resource requirements not viable via CS Enablement or CSR roles. The role likewise occasionally may provide leadership to select init