Job Description

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DuPont Vespel® is seeking a Customer Service Representative to support the China business. This role is responsible for delivering seamless customer experience through effective order management, proactive communication, and strong cross-functional collaboration. The Customer Service Representative owns the order-to-cash process for assigned accounts and partners closely with customers, commercial teams, supply chain, logistics, quality, finance, and other internal stakeholders to resolve inquiries, manage priorities, and support business commitments. The successful candidate will demonstrate a customer-focused mindset, strong attention to detail, sound judgment, and the ability to translate customer needs into timely actions aligned with business service standards. Regular interaction with global cross-functional teams is expected; therefore, strong English communication skills, both written and verbal, are strongly preferred. This position reports to the Regional Customer Service Leader.

Key Responsibilities:

Customer Engagement and Order Management

• Execute end-to-end order management activities in SAP, including order entry, outputs, deliveries, shipments, credits, debits, invoices, quality notifications, returns, and samples.
• Maintain accurate customer purchase orders and related order documentation in accordance with business requirements.
• Proactively communicate with customers regarding order changes, delivery updates, and service-related issues.
• Build effective working relationships with commercial partners and internal stakeholders to meet customer expectations.
• Analyze customer ordering patterns and available information to anticipate needs and support proactive service delivery.
• Respond to customer inquiries, requests, and complaints in a timely, professional, and solution-oriented manner.
• Review daily reports to identify potential issues, take preventive action, and support timely resolution.
• Investigate customer issues and disputes, coordinate with relevant functions, and drive timely resolution.
• Make decisions related to customer returns following quality complaints within assigned Delegation of Authority limits.
• Share relevant customer insights with account managers and internal partners, including forecasts, production schedule updates, organizational changes, order pattern variations, and new project launch timing.

Business Processes

• Partner with asset schedulers and supply chain teams to assess and resolve material availability, supply, order management, and prioritization issues.
• Engage sales teams on customer issues, requests, pricing matters, and required approvals, and follow through on related actions.
• Coordinate with warehouse and logistics partners to manage expedites, special freight handling, and daily deliveries or shipments.
• Create and maintain customer profiles and related documentation in the designated source of truth.
• Identify opportunities to improve process alignment, consistency, and service quality across assigned customer accounts.
• Execute complex sales operations processes across multiple systems and technologies to support business requirements.
• Collaborate with sales and technical teams on quotations, pricing, order fulfillment issues, new part development, and sample requests.
• Support new customer setup and updates to existing customer master data through the CDR database or designated process.

Controls and Compliance

• Adhere to applicable policies, procedures, internal controls, and compliance standards.
• Support internal and external audit requirements related to customer service activities.
• Provide timely responses to control and audit requests, including those related to month-end order-to-cash processes.
• Ensure timely follow-up and resolution of customer complaints, particularly where specific quality agreements apply.
• Perform SAP transactions such as credits, returns, and samples within assigned Delegation of Authority while maintaining internal controls and SOX compliance.

Core Competencies

• Customer Focus: Demonstrates a strong commitment to understanding customer needs and delivering positive, reliable customer experience.
• Execution Excellence: Manages multiple priorities with strong organization, follow-through, and accuracy in a high-volume environment.
• Attention to Detail and Process Discipline: Maintains accuracy, consistency, and accountability when executing business processes.
• Problem Solving: Identifies issues, evaluates options, and works with appropriate partners to drive practical and timely solutions.
• Adaptability: Responds effectively to changing priorities, systems, and business needs while maintaining service quality.
• Ownership and Accountability: Takes responsibility for assigned work, follows through on commitments, and supports business and customer outcomes.
• Collaboration: Works effectively across teams and functions, values diverse perspectives, and contributes to shared success.
• Communication: Communicates clearly and professionally with customers and internal stakeholders through verbal, written, and phone interactions.

Qualifications:

• Strong English communication skills in both speaking and writing; additional language skills beyond English and Chinese are preferred.
• Bachelor’s degree required; advanced degree preferred.
• SAP ECC, Salesforce or other ERP system experience required; candidates with strong learning agility may also be considered.
• Previous experience with sales, revenue, order-to-cash, or customer service processes preferred.
• Knowledge of trading business models and international trade processes preferred.
• Intermediate to advanced Microsoft Office proficiency required, including Outlook, Excel, PowerPoint, Word, and SharePoint.
• Strong interpersonal, collaboration, and communication skills.
• Proactive mindset with logical thinking and the ability to work effectively under pressure.
• Well organized, with the ability to maintain accurate documentation and follow through on details.
• Previous experience in an international company environment strongly preferred.

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