Customer Service Representative (Semiconductor)

2260 DuPont Electronic Materials International, LLC; Marlborough (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

Qnity seeks a Customer Service Representative to connect customers with our business and deliver exceptional service through the order-to-cash process. You will liaise with Manufacturing, Marketing & Sales, and Supply Chain to meet company objectives while supporting the sales team with inquiries about prices, stock, and latest offerings.

The role emphasizes building strong customer relationships, problem-solving, and contributing to SOX compliance activities within customer service.

Qualifications

• Bachelor’s degree or equivalent is preferred.
• Proven ability to build and maintain strong customer relationships.
• Excellent interpersonal and written communication skills.

Responsibilities

• Manage customer orders through Customer Service processes and systems.
• Handle all types of customer orders, including indent orders and service invoicing requests.
• Support returns coordination and adhere to Return Policies.
• Develop knowledge of products and services to upsell and provide value-added solutions.
• Maintain relationships and coordinate with Supply Chain, Marketing & Sales, and other teams.

Skills

Customer service

Interpersonal skills

Project management

Multitasking

Microsoft Excel/Power BI

Communication skills

Education

Bachelor's degree or equivalent

Tools

Salesforce.com

SAP OTC

Microsoft Office (Excel/PowerPoint/Word)

Job description

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics. At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries - we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us. Qnity has an opening position for a Customer Service Representative (CSR). The Customer Service Representative is the interface between customers and our business to deliver exceptional service through the order-to-cash process. The Customer Service Representative provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Manufacturing, Marketing & Sales, Supply Chain, etc.) to meet company objectives. This position will work with, but not limited to, supply chain planners, logistics team, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. In addition, this position will focus on matching customer needs to the Qnity product offerings.

Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, and monitoring sales orders flow through the order fulfillment process. This position will also 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.

Core Responsibilities:

• Manage customer orders through Customer Service work processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Supports customers with coordination of returns when required, following Qnity's Return Policies.
• Maintain a thorough knowledge of the businesses’ products, businesses, applications, and service offerings.
• Strengthen customer experience by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
• Identify and deliver value added services.
• Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
• Differentiate between customer requirements and Qnity capabilities; choose the best/cost effective solution.
• Support commercial strategies with Qnity customers across multiple businesses.
• Provide backup coverage as necessary.
• Responsible for establishing and maintaining relationships with the customers.
• Respond to sales team inquiries as: prices, stock, latest sales, etc.

Requirements:

• Bachelor’s degree or equivalent is preferred.
• Develop proficiency as a Customer Service Representative.
• Proven ability to build and maintain strong customer relationships.
• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers.
• Ability to identify areas for improvement and escal…
• Excellent interpersonal and written communication skills.
• Strong office skills.
• Salesforce.com experience is a plus.
• Knowledge of the Order to Cash (OTC) transactions in SAP.
• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).
• 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.
• Logistics, operations, or manufacturing experience preferred.

#LI-RS1 Join our Talent Community to stay connected with us!

Qnity 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.

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.

We use Artificial Intelligence (AI) to enhance our recruitment process.

Join a global leader making tomorrow’s technologies possible, from AI to advanced computing and beyond. Here, your ideas spark innovation, your curiosity drives progress, and your journey powers the next leap in electronics.

Qnity 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