Customer Service Representative- Order fulfillment Specialist

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Role & Responsibilities:

Responsible for handling E2E order to cash (OTC) process for respective line of business and ensuring high level of customer satisfaction. The Customer Service Representative act as a focal point for all customer connect and order processing activities in co-ordination with sales representative/key account manager and other functional stakeholders.

• Acts as primary customer interface for all external customers & Channel Partners to ensure customer queries are responded on time & orders are executed without any issue.

• 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.

Experience

• 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
• Presentable to meet the customer / clients

Education

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

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On May 22, 2024, we announced a plan to separate our Electronics and Water businesses in a tax-free manner to its shareholders. On January 15, 2025, we announced that we are targeting November 1, 2025, for the completion of the intended separation of the Electronics business (the “Intended Electronics Separation”)*. We also announced that we would retain the Water business. We are committed to ensuring a smooth and successful separation process for the Future Electronics business. We look forward to welcoming new talent 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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