DuPont Customer Service Representative in Kuala Lumpur, Malaysia
Customer Service Representative (Job Number: 015836W-02)
To 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.
Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business.
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.
Receives and processes all types of customer orders including complex and/or Export orders. Responsible for inquiry & order handling process from beginning to end
Responsible for management of consignment stock: consignment fill-up, inventory management, invoicing, count, 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
Able to provide backup coverage for CSRs for standard transactions
Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines
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.
Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
Supports Sales by providing detailed input/reports on sales volumes by account
2 years relevant working experience as CSR (customer oriented position)
Strong interpersonal and communication skills to work with different parties and deliver the result.
Good engagement and problem-solving skill in proactive and positive attitude
Good analysis and judgment
Well organized and good documentation skills.
Language skills: Local language, good knowledge of English (oral and written)
Computer knowledge: Proficient in Word and Excel, SAP experience is preferred
Primary Location: APAC-Malaysia-Kuala Lumpur-Kuala Lumpur
Organization: Protection Solutions
Education Level: Associate's Degree/College Diploma (±13 years)
Employee Status: Regular
Job Type: Experienced
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