Customer Service Representative

DuPont

Shanghai
Permanent
Full-time

1 month ago

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.Job Description:Corporate M&M Business is currently seeking a Customer Service Representative to support its business in China. A successful Customer Service Representative (CSR) must have a customer focused mindset, which enables her/him to deliver an excellent customer experience. The CSR has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts. The CSR interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSR aligns multiple internal resources and capabilities, toward the goal of zero-defect customer experience. Strong communication skills allow the CSR to translate the customers’ needs into information upon which, in line with business service standards, the CSR, the business and other functions can make decisions and promptly act. This position will need to cover two product lines in Korea so good Korean language skills in both speaking and writing will be strongly preferred. He/she will report to the Regional Sales Operations Manager.Responsibilities:Customer Engagement and Order Management

Responsible for executing the following actions through SAP (P80 and P23) and process transactions.

order entry,
outputs,
deliveries/shipments,
credits/debits,
invoices,
quality notifications,
returns,
samples,
CSR is also responsible to archive all customer purchase orders and other relevant information pertaining to the order.
Pro-active follow-up with customers in case of order changes or issues
Build working relationships with commercial team partners to meet customer expectations
Analyze customer ordering patterns to anticipate customer needs
Respond to customer inquiries and complaints in a timely manner
Review daily reports to proactively address and resolve issues
Responsible for investigating and driving timely resolution of customer issues and disputes.
Make decisions for customers’ return following a quality complaint within their assigned Delegation of Authority (DOA) limit
As part of the account team, relay all pertinent information gathered from the customer to the account manager (material forecasts, production schedule updates, customer organizational or personnel changes, order pattern variation, new project launch dates, etc.).

Business Processes

Work with asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritization
Engage sales team on customer issues and requests, pricing and approvals, followed by necessary actions to resolve
Coordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipments
Create and maintain customer profiles and other documentation in single source of truth
Identify areas for process alignment and consistency across the customers managed by the CSR
Execute complex sales operations work processes through multiple systems and technology to support ad-hoc business requirements
Work with Sales and Technical Teams on quotes, pricing, order fulfillment issues, new parts development process and samples
Process new customer set up and changes to existing customer master data via CDR Database

Controls and Compliance

Adhere to policy and compliance standards
Understand and support both internal and external audit requirements
Provide timely responses for all control & audit requests, including month-end order to cash processes
Understand and support both internal and external audit requirements as it relates to customer service activities
Ensure internal teams are providing timely follow-up and resolution of complaints, especially in case of specific IATF / Quality Agreement with the customer
Responsible for taking action within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance

Competencies:

Building Sustainable Customer Relationships: Makes customers and their needs a primary focus of one's actions; develop and sustain positive and productive customer relationships
Managing for Productivity: Must possess strong organizational skills to provide accurate follow-up through completion of multiple concurrent tasks. Ability to monitor and review high volume of daily emails
Attention to detail & process discipline: accurate work attitude and thrive on process execution
Problem Solving: Ability to engage and resolve detailed issues
Embracing Change: Maintain effectiveness when experiencing major changes in work tasks or the work environment; approach change positively
Engagement: Demonstrate a willingness to actively commit to one’s work and to invest one’s time, talent, and best efforts to accomplish organizational goals
Teamwork and Collaboration: Work well in a team setting, embrace others’ differences and constructive feedback
Communicating with Impact: Possess professional verbal, written and phone communication skills to effectively engage with internal and external stakeholders. Required to have professional phone communications and interpersonal skills with multiple functional groups both internally and externally

Qualifications:

Good Korean/English language skills in both speaking and writing
Bachelor’s degree preferred or equivalent work experience
SAP R/3 or other ERP system experience preferred
Previous experience with the Sales & Revenue process preferred
Knowledge in the trading business model and sufficient international trade preferred
Intermediate to high level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word and SharePoint)
Strong interpersonal and communication skills
Proactive and logic thinking, be able to work under pressure
Well organized and keep good documentation
Previous working experiences with Korean company will be strongly preferred

Join our to stay connected with us!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 .

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