HD MicroSystems, (HDM), is a 50-50 joint venture between Showa Denko and DuPont. We are a growing global technology business selling electronic materials to first tier manufacturing companies in the semiconductor industry.

Our dynamic team based at the Parlin, NJ site is seeking a highly motivated Customer Service Specialist (CSS) to deliver excellent customer service. S/he is responsible for a group of clients, managing and resolving customer complaints. S/he investigates customer issues/incidents and has flexibility in negotiating resolutions and/or settlements based on client needs. An exceptional CSS possesses advanced product knowledge, interprets questions/requests and ensures proper resolution.

The Customer Service Specialist has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts. S/he interfaces with customers as well as internal and external functional partners. By building successful relationships, s/he aligns multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. Strong communication skills allow the s/he to translate the customers’ needs into information upon which the CSS, the business and other functions can make decisions and promptly act.

As Customer Service Specialist- HDM, you will:

• Investigate customer issues/incidents and has flexibility in negotiating resolutions and/or settlements based on client needs.

• Engage sales team on customer issues and requests, pricing and approvals, followed by necessary actions to resolve

• Coordinate with warehouse and logistics partners to manage expedites, special freight handling, daily deliveries/shipments

• Create and maintain customer profiles and other documentation in SharePoint or SAP

• Identify areas for improvement and implement change to consistently strive for greater effectiveness and efficiency

• Execute complex work processes through multiple systems and technology

• Leverage multiple internal resources to optimize customer satisfaction and cost to serve objectives for the business

• Work with Sales/Headquarter Sales/Technical Team on quotes, new customer set-up/changes, pricing, forecast demand planning, order fulfillment issues, complaints, new part development and samples

• Log into customer portals to review supplier releases

• Manage customer consignments

• Work with finance to resolve delinquent account receivables

A minimum requirement for this U.S. based position is the ability to work legally in the United States; No visa sponsorship/support is available for this position.

Qualifications

• High School diploma, G.E.D. or equivalent is required; a bachelor’s degree is strongly preferred

• A minimum 5 years’ previous customer service experience with emphasis on sales to cash and order management process experience from initial order entry to product delivery is required

• Import/Export experience to include logistics and import/export regulatory knowledge

• Proficiency in SAP R/3, S4 Hana, or another ERP system is desired not required

• Intermediate Microsoft Office proficiency required (Outlook, Excel, PowerPoint, Word)

• Professional phone communications and interpersonal skills with multiple functional groups both internally and externally to develop and sustain positive and productive customer relationships

• Must possess strong organizational skills to provide accurate follow-up through completion of multiple concurrent tasks. Ability to monitor and review high volume of daily emails

• Ability to engage and resolve detailed issues

• Maintain effectiveness when experiencing major changes in work tasks or the work environment; approach change positively

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

• Work well in a team setting, embrace others’ differences and constructive feedback

This position operates on a standard weekday schedule; overtime may be required per business need.

This position is based in Parlin, NJ, and requires less than 5% of travel.

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.