Customer Service Representative

2 months ago

Hawthorn East, Australia Dupont Full time

At DuPont, we are working 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.

If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you

We are excited to share that on May 22, 2024, DuPont announced plans to separate(1) into three industry-leading, independent publicly traded companies. This strategic move will create focused businesses with distinct investment profiles. We believe the proposed separations will create opportunities for all three future companies to better serve their customers and unlock long-term value for stakeholders. This process is expected to take 18-24 months from the date of announcement to complete. We are committed to supporting our employees throughout this transition and ensuring a smooth and successful separation process. We look forward to welcoming new talent who are interested in contributing to the continued success and growth of our evolving organization.

**WHY JOIN US?**

**Our purpose is to empower the world with essential innovations to thrive. We work on things that matter**

Have the **Opportunity** to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career. We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results.

Get to **Experience** a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all

Get to know our** Purpose** and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.

Primary Functions:
The CSR is responsible for the provision of outstanding customer service. They will interface with internal and external customers
and adjacent functions, ensuring customer orders and enquiries meet DIFOT requirements. They will also receive and process
customer orders and to provide service information to external customers or potential customers on various types of customer
orders, including complex and/or export orders, to ensure customer satisfaction.

Brief Job Description:

- Acts as primary customer interface for important external customers, distributors, potential customers and other roles

internal to the business.
- Process and manage customers' orders in compliance with order fulfillment process guidelines, function's performance

standard and business rules with competence in Power BI, particularly local, intra area and inter area order process (from
beginning to end).
- Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues.
- Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers:
knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers,
understanding the business model.
- Interacts with broader network of Internal Dupont Partners to ensure that the customers’ requirements are understood, and

commitments are met.
- Processes customer complaints and returns according to Complaint Management process and return policies. Support order

information to Complaint Government Team as required.
- Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
- Follows desk procedures/policies in compliance with all aspect.
- Act as backup to other CSR on order handling.
- Problem solving at each stage of pre-order entry, order entry, post order entry and coordination of supply chain activities.
- Develop the level of computer skills to be able to handle the daily operaons and other activities as assigned.
- Continuously work on improvements, identify root causes hindering the total order process and recommend corrective

actions.
- Understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with

customers and issues invoice adjustments and other debits/credits.
- Supports Sales by providing detailed input/reports on sales volumes by account when required.
- Collaborates effectively with ANZ Supply Chain Coordinator, local warehouses and 3PL providers to ensure we meet customer

DIFOT targets
- Identifies and makes requests to change and maintain customer, material and transactional master data
- Files customer order documentation (ensuring adherence to CRIM/SOX) via

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