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Customer Service Representatives – Role summary
The Customer service Representatives role is responsible for providing customer order fulfillment support by receiving, analyzing, and verifying the accuracy of customer order information and processing in a timely manner to ensure that all customer requirements are being met and that an excellent standard of service and a high level of customer satisfaction is maintained.

Major Accountabilities

Primary point of contact for receiving, processing, and verifying the accuracy of customer domestic/export purchase orders that arrive via fax or email and performs order entry activities following defined procedures and guidelines.

Responsible for inquiry & order handling process from beginning to end, including delivery instruction and shipment control. Also, co-work with business in collection of account receivable.

Monitors open order status and alerts to take appropriate actions where necessary to promote on-time delivery to the customer promise date.

Initiates the required action for first call resolution to customer service requests for order changes and other requests within the Business sales policy; escalates inquiries to the appropriate partners in a timely and effective way to resolve a variety of order-related issues.

Establishes sound business relationships with customers by consistently delivering professional, quality service that is superior to the competition and work closely with sales team to attain customer satisfaction.

Interacts with various partner functions such as Sales team, Supply Chain, logistics, Finance, external warehouses to ensure that the customers’ requirements are understood, and commitments are met.

Adheres to all corporate policies, procedures and legislative requirements and advises management of adoption and/or deviations to policies and guidelines to reflect circumstances within the customer service area.

Provides back-up support to other group members in the performance of job duties as required.

Provides Sales related information (sales order volume versus forecasted volume) to business.

Primary point of contact for SAP Order-To-Cash module representing the supporting business in Japan. ​​​​​​​

Skills and Knowledge Required

Good interpersonal communication skills (including verbal, phone, listening and written communication skills) both externally and internally, to effectively develop strong relationship.

Good English Skills

Ability to operate the required computer systems (SAP, SFDC and the Microsoft Office Suite of programs)

Ability to work professionally and effectively with external customers and with many internal functional groups and Businesses.

Demonstrated attention to detail and exhibits a high level of accuracy.

Self-motivated and positive minded.

Creation of value through the productivity improvement projects and initiatives.

Customer Service or order fulfillment experience is highly preferred.

Supply Chain experience would be an added advantage.

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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.

(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.

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