Senior Customer Service Representative Job in Dupont

Job Title: Senior Customer Service Representative

Location: Hyderabad

Function: Customer Service

Reporting To: Customer Service Leader

Company: DuPont

About DuPont:

At DuPont, we are driven by our purpose: to empower the world with essential innovations that help people and the planet thrive. Whether it's delivering clean water to over a billion people, enabling sustainable transportation through cutting-edge materials, or protecting workers across the globe, we work on the things that truly matter. Join us and be part of something bigger.

Role Overview:

As a Senior Customer Service Representative, you will manage the end-to-end Order-to-Cash (OTC) process for a specific line of business. Acting as the primary point of contact for customer interactions, your role is critical to ensuring service excellence, order fulfillment, and stakeholder collaboration.

Key Responsibilities:

Order Management & Fulfillment

• Handle diverse order types: stock, resale, indent sales, BOND sales, and high sea sales.
• Ensure timely and accurate processing in SAP, from order entry to invoice generation.

Performance & Process Excellence

• Analyze service standards to meet evolving customer requirements and improve functional KPIs.
• Lead and drive continuous improvement initiatives across the OTC process.

Supply Chain Coordination

• Monitor and track open/pending orders.
• Engage with supply chain teams to ensure on-time delivery and proactive order updates.

Sales Alignment & Forecasting

• Compare actual vs. forecasted sales and coordinate with sales teams to address gaps.
• Support demand planning by providing order visibility and customer insights.

Stakeholder Engagement

• Collaborate with internal teams: Sales, Supply Chain, Finance, Credit, Logistics, and Tax.
• Act as an escalation point for complex issues from CSRs, customers, or business units.

Customer-Centric Activities

• Manage customer complaints, returns, and issue resolution in line with company policies.
• Lead customer onboarding and manage timely updates to customer master data.

Digital & Compliance Leadership

• Drive the e-commerce enablement journey, achieving functional adoption and KPIs.
• Ensure all customer-facing operations comply with SOX, tax, and accounting standards.

Qualifications & Experience:

Education

• PGDM / MBA in Operations or Supply Chain Management

Experience

• Minimum 7+ years in Order Fulfillment, Customer Service, or International Supply Chain.
• Solid understanding of commercial processes and GST.
• Hands-on experience with SAP (Order Processing Module).
• Exposure to Salesforce or Service Cloud platforms (preferred).
• Strong skills in MS Office, especially Excel.

Core Competencies

• Excellent interpersonal and stakeholder communication skills.
• Analytical mindset with strong problem-solving and escalation management abilities.
• Customer-focused with a commitment to continuous service improvement.

Why Join Us?

• Work at a purpose-led, innovation-driven company with global impact.
• Collaborate with world-class professionals and industry leaders.
• Build a meaningful career in an inclusive, dynamic, and supportive work environment.