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 :
- Must be experienced in SAP (R3-P23)
- Microsoft Office Suite - Excel experience is required
- IT knowledge is a plus
- Customer Service experience is required
TB HC
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