Customer Service Representative
DuPont has a rich history of scientific discovery that has enabled countless innovations and today, we're looking for more people, in more places, to collaborate with us to make life the best that it can be.
The S&C EMEA Customer Service Team has its main objective to elevate the Customer Experience. The team is handling customer orders and inquiries in different lines of business. We are looking for a Customer Service Representative in the Nomex® garments business. The purpose of this position is to receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction. This position reports to the EMEA Customer Service Manager.
The Customer Service Representative is the interface between customers and multiple business and functional partners to deliver exceptional service to customers and profitability to DuPont.
By building successful relationships, the CSR is pulling together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer.
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 they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.
The main responsibilities include:
- Order Receipt & Handling - routine and non-routine customer order activities, including following up on samples, complex order entry, utilizing and following business sales policies, processes and best practices to ensure high quality service and in compliance with SOX throughout the whole order cycle
- Anticipation of customer expectations and identification of best solution or alternative
- Differentiate between customer requirements and DuPont offer; choose the best/cost effective solution in line with Business Sales Policies
- Actively contributing to the business goals, in particular for Customer Service
- Understanding of the supply chain and produce product process and work closely with the functions involved
- Strong interface and daily interaction with internal partners, e.g. SAP, Master Data, Pricing teams, Logistics, Supply chain and Decision Centers, Credit etc
- Work closely together with the Sales Reps and Key Account Managers
- In the event of a service failure look for immediate best solution for the customer and initiate corrective actions via the complaint handling process
- Supports the implementation of Service Cloud, Community Portal and MyDuPont
Goals:
- Actively contribute to the business goals in accordance with Sales
- Align personal goals to Business, Customer Service and Improvements
- Acquire and maintain high working knowledge on Business best practices and sales policies
- Execute job in accordance with internal & SOX requirements
Job Qualifications
- Preferably minimum Bachelor degree
- Min. 2 years in customer service / sales administration and export
- Good proficiency (written & oral) in English and French, every other language is an asset
- Prior experience in customer service is advantageous
- Prior SAP R3 knowledge is advantageous
- Experience in SFDC and Hana is a plus
- Self-motivation, excellent communication and strong interpersonal skills are essential
- Excellent planning & organization skills
- Applicants should have a strong customer focus – inquisitive curiosity, an open mind and a desire to succeed are important
- Leadership skills and business acumen are strongly valued
- Required languages: English, Arabic and French
About DowDuPont
DowDuPont (NYSE: DWDP) is a holding company comprised of The Dow Chemical Company and DuPont with the intent to form strong, independent, publicly traded companies in agriculture, materials science and specialty products sectors that will lead their respective industries through productive, science-based innovation to meet the needs of customers and help solve global challenges. For more information, please visit us at www.dow-dupont.com.
The positions represented by this job posting are aligned to one of the three divisions, Agriculture, Materials Science or Specialty Products, which are expected to separate from DowDuPont into stand-alone public companies. Information on the division alignment will be provided during the recruitment process.
The positions represented by this job posting are aligned to one of the three divisions, Agriculture, Materials Science or Specialty Products, which are expected to separate from DowDuPont into stand-alone public companies. Information on the division alignment will be provided during the recruitment process.