Customer Service Representative (Semiconductor) - Marlborough MA
: Job Details :

Job DescriptionATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.Unless specifically stated otherwise, this role is On-Site at the location detailed in the job post.At DuPont, we are working on things that matter; whether it's providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you!We are excited to share that on May 22, 2024, DuPont announced plans to separate(1) into three industry-leading, independent publicly traded companies. This strategic move will create focused businesses with distinct investment profiles. We believe the proposed separations will create opportunities for all three future companies to better serve their customers and unlock long-term value for stakeholders. This process is expected to take 18-24 months from the date of announcement to complete. We are committed to supporting our employees throughout this transition and ensuring a smooth and successful separation process. We look forward to welcoming new talent who are interested in contributing to the continued success and growth of our evolving organization.WHY JOIN US?Our purpose is to empower the world with essential innovations to thrive. We work on things that matter! Have the Opportunity to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career. We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results. Get to Experience a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all!Get to know our Purpose and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.DuPont Electronics & Imaging has an opening for a Customer Service Representative located in Marlboro, MA.This is hybrid role working onsite 3 days a week onsite.RESPONSIBILITIES DESCRIPTIONA successful Customer Service Specialist (CSS) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The CSS has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.The CSS interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSS to translate the customers' needs into information upon which the CSS, the business and other functions can make decisions and promptly act.JOB QUALIFICATIONSYour key responsibilities will be/what you'll do:Customer Engagement and Order ManagementResponsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices). Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers; this may include consignment, bulk, or import/export shipments.Support customers with their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&IBuild working relationships with commercial team partners to exceed customer expectationsAnalyze customer ordering patterns to anticipate customer needsServe as a liaison with customers on administrative and technical matters (EDI/MyDuPont)Respond to customer inquiries and complaints in a timely mannerReview daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, etc.)Demonstrate flexibility/adaptability in a dynamic, fast-paced team environmentQuickly identify and own resolution of customer issuesResponsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representativeMake decisions for customers' return following a quality complaint within their assigned Delegation of Authority (DOA) limitAs part of the account team, relay all pertinent information gathered from the customer to the account manager (forecast, new project, changes in the organization.)Business ProcessesWork with Asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritizationEngage sales team on customer issues and requests, pricing, and approvals, followed by necessary actions to resolveCoordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipmentsCreate and maintain customer profiles and other documentation in SharePoint or SAPIdentify areas for improvement and implement change to consistently strive for greater effectiveness and efficiencyExecute complex work processes through multiple systems and technologyLeverage multiple internal resources to optimize customer satisfaction with cost to serve objectives for the businessWork with Sales/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development and samplesProcess new customer set up and changes to existing customer master data via MDG DatabaseRequest new customer set up and changes to existing customer master data in MDG DatabaseLog into customer portals to review supplier releasesQuick learner, especially when it comes to IT systemsControls and ComplianceUnderstand and support both internal and external audit requirements as it relates to customer service activitiesProvide timely responses for all control & audit requests, including month-end order to cash processesEngage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standardsBe the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaintsResponsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX complianceAdditional Qualifications/ResponsibilitiesRequirements:Bachelor's degree preferred but not requiredMinimum 2 years of Customer Service experience or equivalentProficiency in SAP R/3 or another ERP system preferredIntermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus