Customer Service Representative

Company:

Future Electronics

DuPont Electronics & Industrial has an opening position for a Customer Service Representative (CSR) located in Mexico City, MX. The Customer Service Representative is the interface between customers and our business to deliver exceptional service through the order-to-cash process. The Customer Service Representative provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Manufacturing, Marketing & Sales, Supply Chain, etc.) to meet company objectives. This position will work with, but not limited to, supply chain planners, logistics team, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. In addition, this position will focus on matching customer needs to the DuPont product offerings. Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, and monitoring sales orders through the order fulfillment process.

Main Responsibilities:

• Manage customer orders through Customer Service work processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Support customers with coordination of returns when required, following Dupont’s Return Policies.
• Maintain a thorough knowledge of the businesses’ products, businesses, applications, and service offerings.
• Strengthen customer experience by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
• Identify and deliver value added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
• Differentiate between customer requirements and DuPont capabilities; choose the best/cost effective solution.
• Support commercial strategies with DuPont customers across multiple businesses.
• Provide backup coverage within Latin America countries.
• Responsible for establishing and maintaining relationships with the customers.
• Respond to sales team inquiries regarding prices, stock, and latest sales.

Qualifications:

• Bachelor’s degree or equivalent required.
• Proven ability to build and maintain strong customer relationships.
• Ability to identify areas for improvement and escalate for change management implementation.
• Excellent interpersonal and written communication skills.
• Salesforce.com experience is a plus.
• Knowledge of the Order to Cash (OTC) transactions in SAP.
• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).
• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.
• Logistics, operations, or manufacturing experience preferred.
• Language skills: English at high level is required (oral and written communication); Portuguese at intermediate level is a plus.

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