Associate Customer Service Representative

SAP-R3 or equivalent experience, High School Diploma required, College degree preferred, Order entry experience & previous customer service experienceThis position is hybrid 4 days in the office and 1 day from home office. (subject to change) per the Company.

A successful Customer Service Representative (CSR) must have a customer focused mindset, which enables her/him to deliver excellent customer service.The CSR has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts.The CSR interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSR aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the CSR to translate the customers' needs into information upon which the CSR, the business and other functions can make decisions and promptly act.Key responsibilities:-Customer Engagement and Order Management-Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices)-Build working relationships with commercial team partners to exceed customer expectations-Analyze customer ordering patterns to anticipate customer needs-Serve as a liaison with customers on administrative and technical matters (EDI/Capture/My DuPont)-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, 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 representative-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.)