Customer Service Representative

DuPont; Wilmington (DE); On-site; USD 42,000 - 56,000; Full time

Job summary

DuPont is seeking a dedicated Customer Service Representative in Wilmington, DE to own the order management process for assigned accounts and collaborate across sales, supply chain, logistics, and other partners. You will ensure orders, documentation, delivery expectations, and issue resolution are handled with accuracy and professionalism.

The ideal candidate is proactive, detail-oriented, and comfortable using SAP and other ERP platforms to manage orders, resolve inquiries, and support

Qualifications

• High school diploma or GED required.
• 2+ years of customer service experience or equivalent.
• Experience using SAP or another ERP system.
• Strong Microsoft Office skills (Outlook, Excel, PowerPoint, Word, SharePoint).
• Excellent communication and ability to translate customer needs into actions.
• Ability to manage multiple priorities in a fast-paced environment.
• Sound judgment and attention to detail.

Responsibilities

• Manage customer orders from entry through delivery with accurate documentation.
• Serve as primary contact for strategic, high-volume or high-revenue customers.
• Respond to inquiries, complaints, and service issues with urgency and professionalism.
• Use SAP or ERP systems to process transactions (order entry, returns, credits, debits, deliveries, invoices).
• Collaborate with sales, supply chain, logistics, pricing, credit, and other teams to resolve needs.
• Review daily reports for issues like open orders, returns, blocks, delivery concerns, and service failures.
• Analyze ordering patterns to anticipate needs and enable proactive account management.
• Assist customers with questions related to tools like EDI, Capture, and MyDuPont.
• Document processes and support continuous improvement initiatives.
• Adhere to delegation of authority and internal controls.

Skills

Customer focus

Communication

Time management

Adaptability

MS Office proficiency

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

SAP

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

DuPont Wilmington, DE is seeking an experienced Customer Service Representative who thrives in a fast-paced, customer-focused environment and takes pride in delivering accurate, timely, and solutions-oriented service.

At DuPont, customer service professionals play a critical role in helping customers succeed while supporting business performance. You will have the opportunity to work with cross-functional partners, build meaningful customer relationships, and contribute to process improvements that strengthen service quality and operational excellence.

In this role, you will serve as a key connection point between customers and internal business partners, helping ensure orders are managed smoothly from entry through delivery while supporting a high-quality customer experience.

This is an excellent opportunity for an experienced customer service professional who enjoys managing complex customer needs, working across multiple systems and teams, and using sound judgment to resolve issues before they impact the customer.

About the Role

As a Customer Service Representative, you will own the order management process for assigned accounts while collaborating closely with customers, commercial teams, supply chain, logistics, credit, pricing, and other functional partners. You will help drive customer satisfaction by ensuring orders, documentation, delivery expectations, and issue resolution are handled with accuracy, urgency, and professionalism.

The ideal candidate is proactive, detail-oriented, and comfortable using systems such as SAP or other ERP platforms to manage order activity, resolve customer inquiries, and support business priorities.

Key essential duties/What You'll Do

• Manage customer orders from entry through delivery, ensuring the right product arrives at the right time with accurate documentation.
• Serve as a primary contact for strategic, complex, high-volume, or high-revenue customers.
• Respond to customer inquiries, complaints, and service issues with urgency, ownership, and professionalism.
• Use SAP or other ERP systems to process transactions such as order entry, returns, credits, debits, deliveries, shipments, invoices, quality notifications, and customer master data requests.
• Partner with sales, supply chain, logistics, warehouse, pricing, credit, and customer advocacy teams to resolve customer needs and order fulfillment challenges.
• Review daily reports to identify potential issues, including open orders, returns, blocks, delivery concerns, and service failures.
• Analyze customer ordering patterns to anticipate needs and support proactive account management.
• Support customers with administrative and technical questions related to tools such as EDI, Capture, and MyDuPont.
• Document processes, maintain customer desk manuals, and support continuous improvement opportunities.
• Act within assigned delegation of authority while supporting internal controls, audit requirements, and compliance standards.

Job Qualifications Profile

Required:

• High school diploma or GED equivalent
• At least 2 years of customer service experience or equivalent experience supporting customers, orders, or business operations.
• Experience using SAP or another ERP system.
• Strong Microsoft Office skills, including Outlook, Excel, PowerPoint, Word, and SharePoint.
• Strong communication skills with the ability to translate customer needs into clear actions for internal teams.
• Sound judgment, attention to detail, and the ability to resolve issues with limited supervision.
• Ability to manage multiple priorities in a dynamic, fast-paced team environment.
• Ability to identify patterns, solve problems, and recommend process improvements.

Preferred:

• Experience with Salesforce.com
• Bachelor's degree

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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.