Customer Service Specialist - Wilmington, United States - Dupont

Description

En DuPont, trabajamos en cosas que importan, ya sea en proporcionar agua limpia a más de mil millones de personas en el planeta, producir materiales esenciales en los dispositivos tecnológicos cotidianos (desde smartphones hasta vehículos eléctricos) o proteger a los trabajadores de todo el mundo.

Si deseas ser parte de una empresa multindustrial líder que ofrece soluciones sostenibles que aportan un valor y una finalidad reales, una empresa con espíritu de colaboración en la que se valora la diversidad de pensamiento y donde existe la creencia de que se trabaja mejor cuando se trabaja en equipo, DuPont es tu empresa.

¿POR QUÉ TRABAJAR EN DUPONT?
Nuestro objetivo es empoderar al mundo con innovaciones esenciales para crecer. Trabajamos en cosas que importan.

Tendrás la oportunidad de trazar tu camino, ponerte retos y adquirir nuevas capacidades para desarrollar una carrera profesional gratificante y enriquecedora.

Recompensamos a los empleados con una remuneración competitiva e incentivos para reconocer sus habilidades, competencias y contribuciones a los resultados del negocio.

Vive la experiencia de un entorno colaborativo en el que se celebra el trabajo en equipo con una flexibilidad que mejora el equilibrio y una atmósfera inclusiva que acoge a todos.

Conoce nuestra finalidad y hazla tuya mediante la aportación de innovaciones al mercado para mejorar el mundo, comparte un compromiso con la sostenibilidad para mejorar nuestro planeta y retribuye a las comunidades en las que trabajamos y vivimos.

CUSTOMER SERVICE SPECIALIST

DuPont Electronics and Industrial (E&I) is seeking a Customer Service Specialist to join our team at the Chestnut Run Plaza in Wilmington DE.

RESPONSIBILITIES DESCRIPTION

A successful Customer Service Specialist (CSS) must have a customer focused mindset, which enables her/him to deliver excellent customer service.

The CSS has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.

The CSS interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction.

Strong communication skills allow the CSS to translate the customers' needs into information upon which the CSS, 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). CSS is also responsible to DocuLinks into SAP all purchase orders and other relevant information pertaining to the order

Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers; this may include consignment, bulk, or import/export shipments.

Support customers with their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&I

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/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, GUPI, 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 rep

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
Work with Asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritization

Engage sales team on customer issues and requests, pricing, and approvals, followed by necessary actions to resolve

Coordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipments

Create and maintain customer profiles and other documentation in SharePoint or SAP

Identify areas for improvement and implement change to consistently strive for greater effectiveness and efficiency

Execute complex work processes through multiple systems and technology

Leverage multiple internal resources to optimize customer satisfaction with cost to serve objectives for the business

Work with Sales/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development and samples

Process new customer set up and changes to existing customer master data via MDG Database

Request new customer set up and changes to existing customer master data in MDG Database

Log into customer portals to review supplier releases

Controls and Compliance
Understand and support both internal and external audit requirements as it relates to customer service activities

Provide timely responses for all control & audit requests, including month-end order to cash processes

Engage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standards

Be the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaints

Responsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance


Requirements:
​

Bachelor's degree preferred but not required

Minimum 5 years' previous customer service experience with emphasis on sales to cash

Proficiency in SAP R/3 or another ERP system required

Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); experience is a plus

Join our talent community to stay connected with us

Únete a nuestra comunidad de talento para mantenerte conectado con nosotros

DuPont ofrece igualdad de oportunidades.

Se tendrá en consideración a los solicitantes cualificados sin importar la raza, el color de piel, la religión, la religión, el sexo, la orientación sexual, la identidad de género, el estado civil, la nacionalidad, la edad, la condición de veterano, la discapacidad o cualquier otro colectivo protegido.

Si necesita alguna ayuda razonable para buscar o solicitar un puesto, visite nuestra página de accesibilidad para consultar la información de contacto