Customer Service Representative f/m/d

DuPont Group; Neu-Isenburg; Vor Ort; EUR 42.000 - 54.000; Vollzeit

Zusammenfassung

DuPont is seeking a Customer Service Representative (f/m/d) for a hybrid role based in Neu-Isenburg, Hessen. The CSR will manage customer orders from first contact through delivery, diagnose needs, and coordinate with Sales, Supply Chain, and other partners to resolve issues and improve service quality.

The role prefers experience in customer service and multinational settings, with fluent English and German; additional languages are a plus, SAP knowledge is appreciated, and MS Office skills are

Qualifikationen

• Experience in customer service is an advantage.
• Experience in multinational company is an advantage.
• Fluent in English and German is expected; additional languages are a plus.

Aufgaben

• Handle routine and non-routine customer order activities, including demand management and order entry to ensure high-quality service.
• Coordinate with internal partners and external stakeholders to deliver timely resolutions and maintain customer loyalty.
• Monitor key metrics (On-Time Delivery, Invoice Accuracy, Customer Satisfaction) and provide feedback for process improvements.

Kenntnisse

Organizational Skills

Operating Discipline

Interpersonal & Communication

Stress Management

Fluent English & German

Tools

SAP

MS Office (Excel/Word/PowerPoint)

Jobbeschreibung

## Customer Service Representative f/m/dApplyremote type: Hybridlocations: Neu Isenburg, Hessen: Paris, Île-de-Francetime type: Full timeposted on: Posted 2 Days Agojob requisition id: 249707WAt DuPont, our purpose is to empower the world with essential innovations to thrive. We work 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. Discover the many reasons the world’s most talented people are choosing to work at DuPont. Why Join Us | DuPont Careers**Role Intent**The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able to proactively navigate and diagnose customer needs and respond using a wide and dynamic base of information and resources.The CSR interfaces with customers and coordinates with multiple business and functional partners to deliver exceptional service to customers and contributes to business success. The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork. In the event of a service failure, the CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.**Key Responsibilities*** Order Management: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.* Reporting, Metrics, Audits: supports Sales and overall Business by providing appropriate Customer, Sales, Inventory, Warehouse reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-in-Full; regularly obtains customer feedback to continuously improve service delivery.**Supervisor*** Reports to EMEA Customer Service Leader**Key Stakeholders and Interactions*** Internal: CS Lead, Sales Representatives, Supply Chain Scheduler/Planner, Credit Manager, CS SME* External: Customers in EMEA, Distribution Warehouses, Carriers**Key scorecard*** Exceed customer expectations through successful customer relationships and first–call issue resolution* Proactive order management and issue resolution* Create business value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.* Comply with internal and external control requirements* Understand the business and speak knowledgeably with customers in their local language* On Time Delivery / Invoice accuracy / Customer Satisfaction**Key Skills needed*** Organizational Skills* Operating Discipline* Interpersonal & Communication Skills* Good stress management* SAP appreciated* Systems Skills as MS office (excel, word, powerpoint, e-mailing),* Fluent English, German* Additional language is an advantage : French , Turkish, Italian, Spanish**Experience*** Experience in customer service is an advantage* Experience in multinational company is an advantage#LI-DK1