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Job Summary: We are seeking a dynamic and results-oriented Customer Service Manager to lead our customer success initiatives. The ideal candidate will have a strong track record of improving customer satisfaction, optimizing service processes, and driving revenue growth through effective team management and cross-functional collaboration.

Key Responsibilities:

Customer Success Strategy:

Collaborate with sales and customer success teams to develop and implement strategies that enhance customer satisfaction and drive revenue growth.

Demand Trends Analysis:

Monitor and analyze customer demand trends in collaboration with sales and Direct Responsible Individuals (DRIs) to optimize service delivery and support.

Sales Quotation to Cash Management:

Oversee the management of customer service processes related to sales quotations and cash collection (Order to Cash - O2C), ensuring high efficiency and effective cash flow management.

Days Sales Outstanding (DSO) Improvement:

Implement initiatives that aim to reduce Days Sales Outstanding (DSO), enhancing cash flow and operational performance in collaboration with the finance team.

Cross-Functional Collaboration:

Work with pricing, product management, and quality assurance teams to develop integrated solutions that meet customer needs and enhance overall satisfaction.

Compliance and Reporting:

Ensure compliance with regulatory standards and facilitate the preparation of reports necessary for Sarbanes-Oxley (SOX) compliance related to customer operations.

Logistics and Inventory Coordination:

 Coordinate with logistics teams to manage customer order fulfillment and physical inventory counting.Ensure compliance with internal policies while meeting inventory forecasts through proactive monitoring and analysis of stock levels and demand trends.Collaborate with sales, production, and supply chain teams to align inventory levels with customer demand and business objectives, minimizing stockouts and excess inventory.

Team Development:

Identify training needs and implement targeted training programs for team members to enhance skills and align with strategic objectives.Foster a culture of continuous improvement, motivating team members to excel in their roles.

Qualifications required:

Bachelor's degree or above.Proven experience in customer service management, revenue growth, and team leadership.Strong analytical skills with a focus on demand forecasting and process optimization.Excellent communication and interpersonal skills to facilitate cross-functional collaboration.Fluent in both English and Mandarin.

Work Environment:

The role requires a proactive leadership style in a fast-paced environment, focusing on enhancing customer relationships and operational excellence.

Organizational Relationships:

Reports to Sales Leader, Laird Performance Material, SEA and India • Electronics & Industrial

Skills and Competencies

Customer Service Orientation:

Strong commitment to customer satisfaction and the ability to understand and address customer needs effectively.

Communication Skills:

Excellent verbal and written communication skills to interact with customers, team members, and cross-functional departments clearly and effectively.

Analytical Skills:

Proficiency in analyzing data related to customer demand, inventory levels, and sales trends to make informed decisions.

Problem-Solving Skills:

Ability to identify issues and develop effective solutions promptly while maintaining a focus on customer satisfaction.

Leadership and Team Management:

Strong leadership skills to motivate and guide a team, foster collaboration, and develop talent through training and mentorship.

Logistics and Supply Chain Knowledge:

Understanding of logistics, supply chain management, and inventory control principles to effectively coordinate customer order fulfillment.

Process Improvement:

Experience with process optimization and automation to enhance efficiency and reduce manual errors in service delivery.

Collaboration Skills:

Strong interpersonal skills to work collaboratively with cross-functional teams, including sales, finance, product management, and IT.

Financial Acumen:

Understanding of cash flow management, revenue forecasting, and financial reporting to support organizational goals effectively.

Regulatory Compliance Knowledge:

Awareness of compliance regulations (e.g., Sarbanes-Oxley) relevant to customer service and inventory management operations.

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On May 22, 2024, we announced a plan to separate our Electronics and Water businesses in a tax-free manner to its shareholders. On January 15, 2025, we announced that we are targeting November 1, 2025, for the completion of the intended separation of the Electronics business (the “Intended Electronics Separation”)*. We also announced that we would retain the Water business. We are committed to ensuring a smooth and successful separation process for the Future Electronics business. We look forward to welcoming new talent interested in contributing to the continued success and growth of our evolving organization.

(1)The separation transactions are subject to satisfaction of customary conditions, including final approval by DuPont's Board of Directors, receipt of tax opinion from counsel, the filing and effectiveness of Form 10 registration statements with the U.S. Securities and Exchange Commission, applicable regulatory approvals, and satisfactory completion of financing.  For further discussion of risks, uncertainties and assumptions that could impact the achievement, expected timing and intended benefits of the separation transactions, see DuPont’s announcement.

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.

DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.