Customer Service Representative (Order Management)

Full job description

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!

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.

Role & Responsibilities:

The primary duty of the Customer Service Representative is to oversee the end-to-end (E2E) order to cash (OTC) process for their assigned line of business. The goal is to ensure customer satisfaction by serving as the primary contact for all customer interactions and order processing activities, working closely with sales representatives, key account managers, and other cross-functional stakeholders. As a key player in order management, the Customer Service Representative plays a critical role in meeting customer demands from B2B customers, OEMs, and Channel Partners. and ensuring successful execution of orders in a timely manner, without any issues.

• Manage different type of customer orders like stock & resale, BOND sales, High Sea Sales etc. through Customer Service work processes and systems. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance.

• Liaising with internal stakeholders within business, cross functional team like Supply Chain, Credit, Finance, Logistics, Tax & 3PL’s etc.

• Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.

• Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.

• Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.

• To ensure effective implementation & monitoring of rebate management program, project discount or any other discount management program & prudent issuance of credit note.

• Responsible for new customer on-boarding process & customer master update as and when there is change request.

• Review actual sales versus forecast/allocation and Interact with the sales/customer to get better understanding of variations to ensure order fulfillment in accordance with sales plan.

• Responsible for driving the E-commerce journey & ensuring functional KPIs are met.

• Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX/CRIM)

• To ensure all commercial activities are complying with SOX Requirements and Basic Accounting & Taxation Guidelines.

Experience

• Having good commercial knowledge & GST understanding
• 5+ years relevant working experience – Order fulfillment / Supply Chain
• Experience using SAP system for order processing.
• Service Cloud & Sales Force experience (preferred)
• Proficient knowledge in MS office
• Strong interpersonal and communication skills to work with different stakeholders and deliver the result.
• Good analysis, problem-solving & Complaint handling skills

Education

• Graduate
• Post Graduate Diploma / MBA in Operations / Supply Chain Management would be added advantage.

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DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.