DuPont Junior Customer Service Representative in Marmara Region, Turkey
Junior Customer Service Representative (Job Number: CUS00002054)
- Acts as primary customer interface for standard external customers, distributors or internal customers.
Pro-actively interacts with customers for notification of late orders due to product availability or transportation issues.
- Performs order entry activities following defined procedures and guidelines.
Responsible for inquiry & order handling process from beginning to end. Often deals with repetitive orders, or internal customers or distributors.
Obtains and maintains contact details of assigned customers to ensure availability of up-to-date customer contact information.
Prepares and maintains correspondence with customers and internal DuPont partners within the work processes, on :
o Product availability
o Approved prices
o Lead times
o Status of customer order
Ensures the necessary follow-up is taken.
Processes customer complaints and returns according to Complaint Management process and return policies. Ensures correct input of data in Complaints system and SAP.
Executes simple quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements.
Supports the CS team with administrative tasks (e.g. system access coordination, time coordination, organization of meetings).
Is able to provide backup for other CSRs.
Provides info to Sales related to sales order volume versus forecasted volume.
Performs Price Data Entry in SFDC following defined procedures and guidelines.
Education : Bachelor degree or equivalent through experience *
Knowledge, skills & experience
o Language skills : Local language, good knowledge of English (written business English is a must)
o Computer knowledge : Proficient in Word and Excel
o knowledge of SAP, SFDC, Dupont Direct is an asset
o Strong interpersonal skills
o Good written and verbal communication skills
o Active listening skills
o Prior experience is an asset, but not required
- Core (Individual Contributor) :
o Building sustainable customer relationships :
seeks to understand customers, takes action to meet customer needs
o Communicating with impact : delivers clear messages
o Teamwork / collaboration :
is respectful of others’ differences and able to handle constructive feedback
o Embracing change : tries to understand changes
o Analysis & judgment : identifies issues. Recognises when to escalate in the correct way
o Engagement : can-do attitude with strong ‘service’ focus
o Managing for productivity : priorities tasks, under guidance/supervision
o Applied learning : actively participates in learning activities
o Customer Service Fundamentals
o Follow up : follows up on the status of customer orders, with minimum guidance
o Quality orientation. Disciplined to follow procedures
- Stress tolerance : is able to work under pressure and manage multiple basic tasks
Primary Location: EMEA-Turkey-Marmara Region-Istanbul
Education Level: Bachelor's Degree (±16 years)
Employee Status: Contractual
Job Type: Experienced
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