Customer Service Representative

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DuPont Diversified Industrials is currently seeking a Customer Service Representative (CSR) located in Mexico City, MX. The Customer Service Representative serves as a connection between customers and the company, overseeing the order-to-cash cycle and maintaining strong service quality. In this role, you will address customer needs by providing solutions and handling operational requirements.

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. 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.
• Supports 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 Supply Chain and logistics 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 as: prices, stock, latest sales.

Requirements:

• Bachelor’s degree or equivalent required.
• Previous experience as a Customer Service Representative.

• 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 skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.
• 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 is a plus.

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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.