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At DuPont Healthcare Liveo™, we are transforming Customer Service into a strategic, customer-facing function that drives customer excellence, operational performance, and business growth. Our team plays a critical role in delivering a seamless customer experience while ensuring successful revenue execution across the order-to-cash process.
We are looking for a proactive and customer-focused Customer Service Representative (CSR) to join our EMEA Customer Service team. As a Customer Service Representative, you will serve as the primary interface between customers and DuPont, taking ownership of the successful execution of the customer order book from order receipt through delivery and invoicing.
Beyond traditional order management activities, you will act as a trusted business partner, proactively managing customer commitments, identifying and mitigating risks, and coordinating with multiple internal stakeholders to deliver an exceptional customer experience. You will play a key role in supporting revenue realization, and operational excellence.
Working closely with Sales, Supply Chain, Logistics, Pricing, Credit, and Master Data teams, you will help ensure flawless execution while balancing customer expectations with business objectives.
As DuPont continues to expand the use of digital tools, automation, and AI-enabled processes, you will also serve as a Human-in-the-Loop expert, overseeing AI-assisted order management activities, validating outcomes, managing exceptions, and identifying opportunities for continuous improvement.
In this role, you will:
Own the execution of the customer order book from order receipt through delivery and invoicing.
Proactively manage customer commitments and ensure timely order fulfillment.
Identify and resolve supply, logistics, pricing, and order execution risks before customer impact occurs.
Build trusted relationships with customers through proactive communication and operational excellence.
Partner closely with Sales, Supply Chain, Logistics, Pricing, Credit, and Master Data teams to deliver outstanding business results.
Support business objectives by helping resolve blocked orders, invoice disputes, and outstanding past-due balances.
Investigate and resolve complex customer service challenges using analytical and problem-solving skills.
Leverage digital platforms including SAP, Salesforce Service Cloud, Customer Portal, MyDuPont, and future AI-enabled solutions.
Monitor and validate AI-assisted workflows and manage exceptions to ensure accuracy and customer satisfaction.
Drive continuous improvement by identifying opportunities to improve processes, automation, and service quality.
Ensure compliance with SOX controls, internal policies, and operational procedures.
Support team collaboration, cross-training, and knowledge sharing.
What You'll Bring
Required Qualifications
Bachelor's degree or equivalent experience.
Experience in Customer Service, Order Management, Supply Chain, Commercial Operations, or a related field.
Strong customer focus and commitment to delivering exceptional service.
Excellent communication and interpersonal skills.
Strong organizational skills and ability to manage multiple priorities.
Experience working with SAP and other business systems.
Fluency in English, French and German is a plus. Additional European languages are an advantage.
Preferred Qualifications
Experience within an Order-to-Cash environment.
Experience with Salesforce Service Cloud and digital customer platforms.
Experience supporting international customers and complex supply chains.
Knowledge of credit, or collection processes.
What Makes You Successful
The ideal candidate is someone who:
Thinks beyond transaction processing and takes ownership of business outcomes.
Balances customer needs with DuPont business objectives.
Influences cross-functional teams without direct authority.
Uses data and insights to solve problems and make decisions.
Thrives in a fast-paced, customer-facing environment.
Embraces digital transformation and AI-enabled ways of working.
Continuously looks for opportunities to improve processes and customer experiences.
What Success Looks Like
In this role, you will:
Deliver flawless order book execution and customer commitment performance.
Proactively manage risks and drive resolution across the end-to-end supply chain.
Contribute to revenue realization and cash flow improvement.
Resolve complex customer issues through analytical problem-solving and collaboration.
Successfully operate alongside AI-powered processes as a Human-in-the-Loop expert.
Elevate the customer experience while contributing directly to business performance and growth.
Why Join DuPont?
At DuPont, you'll be part of a global organization committed to innovation, customer excellence, and continuous improvement. We offer:
A dynamic and international work environment.
The opportunity to work with customers and colleagues around the world.
Ongoing learning and development opportunities.
Exposure to digital transformation and AI-enabled business processes.
Career growth opportunities across functions, businesses, and geographies.
Competitive compensation and benefits.
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DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.
DuPont offers a comprehensive pay and benefits package.
