DuPont Customer Service Specialist in Wilmington, Delaware

Customer Service Specialist (Job Number: 200845W-01)

Description

Customer Service Specialist must obtain a thorough working knowledge of the domestic system and all applicable policies and procedures. Experience in systems, order entry, country requirements, pricing, documentation, and invoicing is required. This position offers the incumbents the opportunity to become proficient in many areas including various instances of SAP-R3. The CSRs have the opportunity to learn and work in multiple businesses. This position will work with all levels of SBUs including, but not limited to, demand and supply planners, market segments, other customer service reps, U.S. plant sites, warehouses, regional contacts, freight forwarders, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, rebate processing and monitoring sales orders through the order fulfillment process.

This position will require a thorough understanding of and become actively involved in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service. Additional responsibilities will vary across Business Units. Some of these additional responsibilities are: resolution of invoice discrepancies and deductions, sample processing, attending S&OP meetings.

Qualifications

In order to be qualified for this role, you must possess the following:

  • Minimum of 3-5 years of demonstrated proficiency as a Customer Service Representative.

  • This position requires an ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers, Businesses, Distributors and Subsidiaries.

  • Ability to identify areas for improvement and implement change.

  • Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse and Transportation personnel as well as external customer contacts.

  • Previous knowledge of the Sales to Cash(STC)/Requisition to Pay (RTP) process is preferred.

  • Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word).

  • Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management

  • Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment

  • Must possess excellent organization skills to provide accurate follow-up, understand inventory management, can understand the strategic direction of any Business Unit to which they provide customer service support and translate that strategic direction into tactics with their assigned customers.

  • Ability to work collaboratively with all functions of the business to provide “best-in-class” end-to-end customer service.

  • Ability and willingness to foster an environment of Teamwork and open collaboration to support an exceptional service experience for each of our customers.

The following skill sets are preferred by the business unit:

  • Strong computer skills. Salesforce.com experience is a plus.

  • Working knowledge of SAP-R3 preferred.

  • Bachelor's degree in Business

  • Previous knowledge of the Sales to Cash (STC)/Requisition to Pay (RTP) process.

Primary Location: NA-United States-Delaware-Wilmington

Organization: Safety & Construction

Schedule: Full-time

Education Level: High School Diploma/GED (±11 years)

Employee Status: Regular

Job Type: Entry Level

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. For US Applicants: See the “Equal Employment Opportunity is the Law” poster.