Customer Service Representative

Customer Service Representative

DuPont Water Solutions is seeking a Customer Service Representative to join the Latam Customer Service team. As a Customer Service Representative, you will have complete ownership of the order management process from initial order entry to product delivery at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer; you will interface with customers and multiple business and functional partners to deliver exceptional service to our internal and external stakeholders. By building successful relationships, you will pull together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure and takes the lead position in resolution for the customer. It is expected you know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.

Your key responsibilities will be/what you'll do:

• Perform Order Management Activities:

Handles routine and non-routine customer order activities, including managing customer demand, order entry guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoice). Maintenance of customer master data information.

• Demonstrate proficiency in utilizing necessary software and technology:

Ability to manage work processes through various systems and technology including: SAP-ECC, and SalesForce as examples. This requires knowledge of Supply Chain, Credit, Planning, Pricing, Logistics, and Invoicing. High degree of systems knowledge and understanding is required. Review daily reports to proactively address and resolve issues (i.e. Power BI reports, open order report, returns report, SAP block report). Process new customer set up and changes to existing customer master data via MDG Database (Master Data Governance).

• Order Entry:

Utilizing SAP for accurate and time placement of customer orders or Ebusiness order entry. CSR typically works with a very complex combination of order scenarios, such as product availability, packaging types, pricing, customer credit status, multiple sourcing locations across the world, various modes of transportation, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.

• Problem Solver:

Makes recommendations to leverage DuPont resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections, leads conflict resolution and reaches win-win agreements. Uses knowledge of DuPont and Business strategies to make decisions and take action that improve performance in their area of responsibility. Individual is expected to work alongside Governance team for claims through SalesForce.

• 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. 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.

• Display Customer Advocacy Leadership:

Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all DuPont functions. Realizes and anticipates how events and trends are likely to affect the customer's future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for DuPont. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.

Requirements:

• Bachelor's Degree (International Business, Business Administration, or any related).
• 2+ years of customer service or related experience required.
• Proficiency in ERP SAP.
• Intermediate to High level proficiency with Microsoft Excel, Outlook, SharePoint.
• Fluency in English, both written and spoken, enabling effective communication with diverse stakeholders.
• Excellent interpersonal skills, allowing you to collaborate seamlessly with internal and external stakeholders.
• Self-motivated and capable of working independently, taking ownership of tasks, and delivering results.
• Aptitude for learning new technologies and systems.
• Import/Export knowledge is a plus.
• Salesforce experience is a plus.