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Customer Service Representative

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia 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.

* URGENT HIRING

* Work location: Kuala Lumpur

* Hybrid work setup

This position is responsible for, but not limited to, receiving and processing customer orders, providing service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction.

Job Responsibilities:

  • 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.
  • Responsible for management of inventory management, invoicing, count and reconciliation
  • 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.
  • 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 operations 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.

Job Requirements:

  • Relevant working experience as a customer service representative is preferred. Fresh graduates are encouraged to apply.
  • Fluent communicate in local language and English (oral and written). Ability to communicate in Chinese is an advantage.
  • Strong interpersonal and communication skills to effectively work with different parties and deliver results
  • Good problem-solving skills with a proactive and positive attitude
  • Strong analytical skills and good judgment
  • Ability to stay organized and document tasks effectively
  • Proficient in MS Office and experience with SalesForce and SAP is preferred
  • Enthusiasm and motivation to succeed, develop, and grow in the role
  • Attention to detail and accuracy in completing tasks, ability to work well both independently and as part of a team.
  • Has a positive mindset to stay motivated and focused, ability to prioritize multiple tasks, flexibility and willingness to work during high demand periods or when the situation requires it.

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.

(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.