Associate Customer Service Representative
: Job Details :

Must be experienced in SAP (R3-P23)Microsoft Office Suite - Excel experience is requiredIT knowledge is a plusCustomer Service experience is requiredThis is a hybrid role 3 days in office on siteResponsibilities:- 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