Job Description

Associate Customer Service Representative

Job #: 1984
Pay Rate: 24.00-24.00 $/hour
Job type:
Location: Wilmington, DE

Minimum Requirements:
Must be experienced in SAP (R3-P23), Microsoft Office Suite (Excel experience is required), and Customer Service experience. IT knowledge is a plus. This is a hybrid role with 3 days in the office on-site.

Responsibilities:

1. Acts as primary customer interface for important external customers, distributors, potential customers, and other roles internal to the business.
2. Pro-actively interacts with customers for notification of late orders due to product availability and transportation issues.
3. Develops and maintains in-depth knowledge of assigned customers, including understanding roles and responsibilities at the customer and internal relationships/decision makers.
4. Interacts with broader network of Internal DuPont Partners to ensure that customer requirements are understood and commitments are met.
5. Receives and processes all types of customer orders including complex and/or export orders.
6. Manages the inquiry & order handling process from beginning to end.
7. Responsible for management of consignment stock, including consignment fill-up, inventory management, invoicing, count, and reconciliation.
8. Processes customer complaints and returns according to the Complaint Management process and return policies, identifying the need for extra information for thorough complaint analysis.
9. Performs quality control checks and takes subsequent corrective actions, actively monitoring open orders to ensure timely deliveries.
10. Follows desk procedures/policies in compliance with QS 9000, ISO, and/or other Quality System requirements.
11. Provides backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
12. Optional (depending on BU requirements): Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines.
13. Performs limited Master Data entries related to materials, transfer pricing, customer prices, and GTS.
14. Receives, corrects, and processes complex orders shipped between regions or plants.
15. Understands the cash collection process, resolving open credit issues with customers and issuing invoice adjustments and other debits/credits as needed.
16. Performs active follow-up on sales versus forecast, interacting with customers to better understand variations.
17. Supports Sales by providing detailed input/reports on sales volumes by account.

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