Associate Customer Service Representative Job in Dupont

Job Title: Associate Customer Service Representative

Location: Hyderabad

Function: Customer Service

Reporting To: Customer Service Leader

Company: DuPont

About DuPont:

At DuPont, we empower the world through essential innovations. Whether it's delivering clean water to over a billion people, enabling sustainable tech for smart devices and electric vehicles, or ensuring the safety of workers globally we work on things that truly matter. Join us to make a real impact.

Position Overview:

As an Associate Customer Service Representative, you will manage the end-to-end (E2E) Order-to-Cash (OTC) process for your assigned business line. You ll act as the key liaison between customers, internal stakeholders, and external partners, ensuring smooth and timely order execution while upholding service excellence.

Key Responsibilities:

Order & Process Management

• Handle diverse order types: stock & resale, BOND sales, and high sea sales, adhering to standardized customer service processes.
• Execute all order lifecycle stages in SAP, from order entry through invoice generation.

Cross-Functional Collaboration

• Work closely with teams across Supply Chain, Finance, Credit, Logistics, Tax, and 3PL providers.
• Support sales teams by reconciling forecasts vs. actual sales and ensuring order fulfillment is aligned with sales targets.

Delivery & Issue Management

• Monitor open orders and coordinate with Supply Chain to ensure timely deliveries.
• Address customer complaints and return requests, ensuring compliance with complaint management policies and delivering quick resolution.

Customer Engagement

• Serve as the primary point of contact for B2B customers, OEMs, and channel partners.
• Manage customer onboarding and maintain master data, ensuring timely updates based on requests.

Operational & Compliance Oversight

• Drive effective execution of rebate, discount, and credit note programs.
• Ensure all commercial activities align with SOX compliance, accounting, and GST/tax guidelines.
• File and manage documentation in line with internal control and audit protocols (SOX/CRIM).

Digital Enablement

• Support the organization s E-commerce transformation journey, ensuring functional KPIs are met.

Qualifications & Experience:

Education

• Graduate in any discipline (required)
• PG Diploma / MBA in Operations or Supply Chain Management (preferred)

Experience

• 5+ years of experience in Order Fulfillment or Supply Chain.
• Proficient in SAP (Order Management module).
• Working knowledge of GST, commercial practices, and basic accounting.
• Familiarity with Service Cloud/Salesforce (preferred).

Core Competencies

• Strong communication and interpersonal skills.
• Effective problem-solving and complaint handling capabilities.
• Proficiency in MS Office (Excel, Outlook, PowerPoint).
• Strong attention to detail and documentation accuracy.
• Team player with ability to collaborate across global functions.

Why Join Us?

• Be part of a purpose-driven, global organization making a real-world impact.
• Collaborate with world-class professionals in a diverse and inclusive environment.
• Drive innovation and operational excellence through meaningful work.