DuPont Customer Service Representative in Kuala Lumpur, Malaysia

Customer Service Representative (Job Number: 015836W-02)


Responsibility :

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

Schedule: Full-time

Education Level: Associate's Degree/College Diploma (±13 years)

Employee Status: Regular

Job Type: Experienced

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