At DuPont, our purpose is to empower the world with essential innovations to thrive. We work 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. Discover the many reasons the world’s most talented people are choosing to work at DuPont. Why Join Us | DuPont Careers (https://careers.dupont.com/us/en/whyjoinus) A successful Customer Service Specialist (PROCESS OWNERS) must have a customer focused mindset, which enables her/him to deliver excellent customer service. The PROCESS OWNERS have complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts. The PROCESS OWNERS interface with customers as well as internal and external functional partners. By building successful relationships, the PROCESS OWNERS aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the PROCESS OWNERS to translate the customers’ needs into information upon which the PROCESS OWNERS, the business and other functions can make decisions and promptly act. **Primary Responsibilities:** **Customer Engagement and Order Management** + Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices). PROCESS OWNERS is also responsible to manage Salesforce cases and respond to the internal and external customers. + Work directly with the most strategic, complex, high-volume and/or greater-revenue-generating customers; this may include consignment, bulk or import/export shipments + Support customers with all their administrative and technical questions (EDI/MyDuPont), which requires to develop a good understanding and knowledge of the products & services offered by DuPont E&I + Build working relationships with commercial team partners to exceed customer expectations + Analyze customer ordering patterns to anticipate customer needs and meet requirements. + Serve as a liaison with customers on administrative and technical matters (EDI/MyDuPont) + Respond to customer inquiries and complaints in a timely manner + Review daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, GUPI, etc.) + Demonstrate flexibility/adaptability in a dynamic, fast-paced team environment + Quickly identify and own resolution of customer issues + Responsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit and sales rep + 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 (forecast, new project, changes in the organization…) **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 SharePoint or SAP + Identify areas for improvement and implement change to consistently strive for greater effectiveness and efficiency + Execute complex work processes through multiple systems and technology + Leverage multiple internal resources to optimize customer satisfaction with cost to serve objectives for the business + Work with Sales/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, order fulfillment issues, complaints, new part development and samples + Process new customer set up and changes to existing customer master data via MDG Database + Request new customer set up and changes to existing customer master data in MDG Database + Log into customer portals to review supplier releases **Controls and Compliance** + Understand and support both internal and external audit requirements as it relates to customer service activities + Provide timely responses for all control & audit requests, including month-end order to cash processes + Engage in and drive the continuous improvement of quality processes by working on best practices. Adhere to policy and compliance standards + Be the quality champion on behalf of the customer and ensure internal teams are providing timely follow-up and resolution of complaints + Responsible for acting within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance **Competencies required:** + **_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 + **_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 **Job Qualifications:** + Bachelor’s degree preferred + Minimum 2 years of customer service experience or equivalent + Proficiency in SAP R/3 or another ERP system required + Intermediate to high-level Microsoft Office proficiency required (including Outlook, Excel, PowerPoint, Word, and SharePoint); SalesForce.com experience is a plus + Quick learner, especially when it comes to IT systems Join our Talent Community (http://careers.dupont.com/us/en/jointalentcommunity) to stay connected with us! 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 (http://www.dupont.com/news/dupont-announces-plan-to-separate-into-three-independent-publicly-traded-companies.html) ._ 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 (http://www.dupont.com/global-links/accessibility.html) . DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page (http://careers.dupont.com/us/en/compensation-and-benefits) .