Safety Construction (Performance Building Solutions) Customer Service Representative

Company: DuPont
Location: Midland
Posted on: February 3, 2020

Job Description:

Safety & Construction (Performance Building Solutions) Customer Service Representative NA-United States-Michigan-Midland Safety & Construction is a leading provider of engineered products and integrated systems for the construction, worker safety, energy, oil & gas, transportation, water purification and medical markets. The Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to DuPont. By building successful relationships, they pull 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 key responsibilties for this role include (but are not limited to): * Perform Order Management Activities: Handles routine and non-routine customer order activities, including managing customer demand, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. * 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. * Exhibit System and Technology Requirements: Ability to manage complex work processes through various systems and technology including: ECC, Elemica 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. * 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 communicate with others regarding customer issues and problem resolution. * Order Entry: Utilizing ECC for accurate and time placement of customer orders. The CSR typically works with a very complex combination of order scenarios, such as product availability, packaging types, pricing, customer credit status, multiple sourcing locations, 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. * Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact and accountability for taking actions that keep things moving forward. It also requires accountability for actions taken ensuring work processes are followed. Requirements and Skills: * Minimum Bachelor's Degree preferred (Accounting, Business, Marketing or related discipline preferred). * Strong negotiation and sales skills preferred * 2+ years of customer service or related experience required * Proficiency in ERP ECC SAP systems * Proficiency with Microsoft Excel and Outlook * A minimum requirement for this U.S. based position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including Critical Success Factors: * Exceeding customer expectations through successful customer relationships * Strong working knowledge of market dynamics and customers goals and objectives * Proactivity in order receipt and handling work process. * Creation of value through the optimization of freight, effective implementation of Business Service Standards, utilization of optimal ship points as well as logistic improvements. * Strong communication and problem resolution skills * Aptitude for learning new technologies and systems * Compliance with internal and external control requirements At DuPont, we have an unbridled commitment to deliver essential innovations that enrich people s lives, enable sustainable development and foster human potential for generations to come. Innovations developed from highly engineered products and naturally sourced ingredients to shape industries and everyday life. From smarter homes to more efficient cars, from better ways of digitally connecting to new tools that enable active and healthy lifestyles in all these areas and many more, we re working with customers to transform their ideas into real world answers that help humanity thrive. Coupled with core values and excellent compensation & benefits Together, we re turning possibilities into real world answers that help humanity prosper! Come realize how you can make an impact, act like an owner and partner with customers in our journey. Please access the following link to better understand & appreciate DuPont s Journey: LOCATION Midland, MI EOE/DIVERSITY STATEMENT 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. For US Applicants: See the Equal Employment Opportunity is the Law poster at: Jan 6, 2020, 10:42:09 AM Full-time Entry Level

Keywords: DuPont, Midland , Safety Construction (Performance Building Solutions) Customer Service Representative, Professions , Midland, Michigan