Customer Service Representative; Order Management

Role & Responsibilities

The primary duty of the Customer Service Representative is to oversee the end-to-end (E2E) order to cash (OTC) process for their assigned line of business. The goal is to ensure customer satisfaction by serving as the primary contact for all customer interactions and order processing activities, working closely with sales representatives, key account managers, and other cross-functional stakeholders. As a key player in order management, the Customer Service Representative plays a critical role in meeting customer demands from B2B customers, OEMs, and Channel Partners and ensuring successful execution of orders in a timely manner, without any issues.

• Manage different type of customer orders like stock & resale, BOND sales, High Sea Sales etc. through Customer Service work processes and systems.
• The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance.
• Liaising with internal stakeholders within business, cross functional team like Supply Chain, Credit, Finance, Logistics, Tax & 3PL’s etc.
• Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.
• Actively monitors open orders and pro- active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.
• Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.
• To ensure effective implementation & monitoring of rebate management program, project discount or any other discount management program & prudent issuance of credit note.
• Responsible for new customer on-boarding process & customer master update as and when there is change request.
• Review actual sales versus forecast/allocation and Interact with the sales/customer to get better understanding of variations to ensure order fulfillment in accordance with sales plan.
• Responsible for driving the E-commerce journey & ensuring functional KPIs are met.
• Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX/CRIM).
• To ensure all commercial activities are complying with SOX Requirements and Basic Accounting & Taxation Guidelines.

• Having good commercial knowledge & GST understanding.
• 5+ years relevant working experience – Order fulfillment / Supply Chain.
• Experience using SAP system for order processing.
• Service Cloud & Sales Force experience (preferred).
• Proficient knowledge in MS office.
• Strong interpersonal and communication skills to work with different stakeholders and deliver the result.
• Good analysis, problem-solving & Complaint handling skills.

• Graduate.
• Post Graduate Diploma / MBA in Operations / Supply Chain Management would be added advantage.

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.