Position: Customer Service Representative (Hybrid)
Position Type: Hybrid (3 days on-site, 2 days remote)
Position Summary:
The primary purpose of this position is to handle customer orders, inquiries, and provide detailed service information to external and potential customers, including complex and export orders, ensuring a high level of customer satisfaction.
Key Responsibilities:
- Serve as the primary interface for key external customers, distributors, and internal business partners.
- Proactively notify customers of late orders due to product availability or transportation issues.
- Develop and maintain in-depth knowledge of assigned customers, including their internal structure and business model.
- Collaborate with internal DuPont partners to ensure customer requirements are fully understood and commitments are met.
- Process all customer orders, including complex and export orders, managing them from inquiry to delivery.
- Manage consignment stock, including fill-up, inventory management, invoicing, reconciliation, and stock counts.
- Handle customer complaints and returns, performing thorough analyses and implementing corrective actions.
- Perform quality control checks and monitor open orders to ensure on-time delivery.
- Comply with QS 9000, ISO, and other quality system requirements.
- Provide backup coverage for other CSRs as needed.
- Optionally, manage customer master data and perform limited data entries (materials, pricing, transfer pricing).
- Assist with cash collection processes, credit holds, and invoice adjustments.
- Support sales teams with sales volume reports and input on sales versus forecasts.
Qualifications:
- Education: Bachelor's degree or equivalent experience.
- Experience: Minimum 2 years in a customer service or customer-facing role.
- Technical Skills:
- SAP experience (R3-P23) is required.
- Proficiency in Microsoft Office Suite, particularly Excel.
- IT knowledge is a plus.
- Language proficiency: Fluent in English (written and oral), with additional language skills depending on the territory.
Skills & Competencies:
- Strong interpersonal and communication skills.
- Active listening and effective problem-solving abilities.
- Ability to manage conflict, follow up on customer orders, and meet deadlines autonomously.
- Demonstrates a quality-oriented mindset and stress tolerance, capable of working under pressure.
- Ability to identify opportunities for continuous improvement and drive proactive solutions.
- Experience managing relationships with consignment customers and providing detailed sales input to support business operations.
Internal & External Interactions:
Internal:
- CS Team Leader or Supervisor
- Junior CSRs, Sales Representatives, Supply Chain Specialists, Credit Controllers, SAP Key Users
External:
- B-type customers, occasional interactions with A-type customers
- Consignment customers, Warehouse, Carrier partners
Accountability:
This position significantly contributes to customer satisfaction, especially for complex and export customers. The CSR must proactively resolve customer issues, using problem-solving and root cause analysis to ensure seamless service and customer retention.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.