Associate Customer Service Representative

Must be experienced in SAP (R3-P23) Microsoft Office Suite - Excel experience is required IT knowledge is a plus Customer Service experience is required This is a hybrid role 3 days in office on site Responsibilities: - Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business. Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues - Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers : knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model - Interacts with broader network of Internal DuPont Partners to ensure that the customers' requirements are understood and commitments are met. - Receives and processes all types of customer orders including complex and/or Export orders. Responsible for inquiry & order handling process from beginning to end - Is responsible for management of consignment stock : consignment fill-up, inventory management, invoicing, count, reconciliation - Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis. - Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed. - Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements. - Is able to provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions. Optional (depending on BU requirements) : - Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines - Performs limited Master Data entries related to: Materials, Transfer pricing, customer prices, GTS - Receives, corrects and processes complex orders shipped between regions or plants. - Has understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits. - Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations. - Supports Sales by providing detailed input/reports on sales volumes by account

Created: 2024-10-22