Customer Service Leveraged Operations Analyst

The Customer Service Leveraged Operations Analyst will work with Customer Service teams to support CSRs in delivering business results and a positive customer experience. We operate in a dynamic environment and in a highly competitive market. Strong communication skills will enable the Customer Service Leveraged Operations Analyst to respond to needs in a timely manner.

The Customer Service Leveraged Operations Analyst should obtain knowledge of the order-to-cash system and all applicable business policies and procedures. Experience with systems, order entry, documentation and invoicing are preferred. This position may work with, but is not limited to, to other Customer Service Representatives, regional contacts, and partner functions to perform the duties of the position.

Key Responsibilities:

61 Create and maintain accurate customer master data in DuPont systems (MDG, Salesforce).

61 Execute multiple SAP transactions (i.e. FOC, rebate, invoices).

61 Download from or upload documents to customer portals.

61 Support other leveraged operations such as reporting, documentation and invoicing as needed.

61 Build working relationships with the Customer Service Teams to help exceed customer expectations.

61 Build working relationships with the rest of the support areas like commercial, credit, finance and logistics as required.

61 Act as an owner of assigned tasks, proposing improvements if applicable.

61 Actively participate in projects and initiatives to expand leveraged operations support in E&I customer service.

61 Maintain full compliance with internal and external control requirements (Sarbanes-Oxley, Delegation of Authority, trade compliance, etc.).

Competencies:

61 Managing for Productivity: Must possess strong organizational skills to provide accurate follow-up through completion of multiple concurrent tasks, must be able to work independently with a high level of attention to detail.

61 Embracing Change: Maintain effectiveness when experiencing major changes in work tasks or the work environment; approach change positively.

61 Engagement: Demonstrate a willingness to actively commit to one’s work and to invest one’s time, talent, and best efforts to accomplish organizational goals.

61 Teamwork and Collaboration: Work well in a team setting; embrace others’ differences and constructive feedback.

61 Communicating with Impact: Possess professional verbal, written and phone communications skills to effectively engage with internal and external stakeholders. Required to have professional phone communications and interpersonal skills with multiple functional groups both internally and externally.

Job Qualifications:

61 Must be fluent in English to enable strong communication across region and global.

61 Bachelor’s degree preferred.

61 3+ years working experience in customer service, sales operation or related roles with expertise in related processes, system, and procedures.

61 Ability to develop proficiency with operating technologies and systems: SAP, Sales Force applications:

61 Proficiency in SAP or another ERP system preferred;

61 Salesforce Service Cloud experience is a plus.

61 Ability to identify areas for improvement and implement change.

61 Excellent interpersonal and written communication skills.

61 Strong computer skills and literacy:

61 Intermediate to high level proficiency in Microsoft Excel, PowerPoint, Word is required;

61 Proficiency in SharePoint, Power Automate, Power BI is a plus.

61 Demonstrated flexibility/adaptability in a dynamic, fast-paced team in an inter-regional environment.