Customer Service Representative

DuPont; Midland (MI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

DuPont is seeking a Customer Service specialist in the United States to manage orders, support customers with SAP-based processes, and collaborate with commercial teams to exceed expectations.

The role requires 2+ years in customer service, SAP proficiency, and strong MS Office/SharePoint skills; a Bachelor’s degree is preferred. The position offers hybrid work with four days in office and one remote, plus process-improvement opportunities.

Qualifications

• Bachelor’s degree preferred.
• Hybrid role: 4 days in office; 1 day remote.
• Minimum 2 years of Customer Service experience or equivalent.
• Proficiency in SAP or another ERP system.
• Microsoft Office proficiency; SharePoint and Salesforce.com experience a plus.

Responsibilities

• Engage with customers to manage orders and processing in SAP.
• Answer inquiries and resolve complaints promptly.
• Coordinate with sales, logistics, and warehouse to expedite deliveries.
• Analyze ordering patterns to anticipate customer needs.
• Ensure SOX compliance and internal controls in customer operations.
• Support EDI/Capture/MyDuPont systems and learn product/services details.

Skills

Customer service

SAP

Microsoft Office

SharePoint

SalesForce

Education

Bachelor’s degree

Tools

MDG Database

Job description

At 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

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)
• Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers
• Support customers with their administrative and technical questions (EDI/Capture/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont
• 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/Capture/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, 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 representative
• 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 desk manuals 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/Sales Support/Customer Advocacy/Pricing Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, 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
• Quick learner, in using various applications

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

Job Qualifications

Requirements:

• Bachelor’s degree is preferred
• Hybrid Role: 4 days in office; 1 day remote
• Minimum 2 years of Customer Service experience or equivalent
• Proficiency in SAP or another ERP system required
• Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus

Join our Talent Community to stay connected with us! 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. DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.