Customer Service Representative

About the role

DuPont Vespel is looking for a Customer Service Representative to support its China business. The role ensures a seamless customer experience by managing the end‑to‑end order‑to‑cash process and collaborating with multiple internal teams.

Key responsibilities

• Execute full order management in SAP, including order entry, deliveries, shipments, invoices, returns and samples.
• Maintain accurate purchase order records and related documentation.
• Proactively communicate order changes, delivery updates and service issues to customers.
• Build strong relationships with commercial partners and internal stakeholders.
• Analyze ordering patterns to anticipate customer needs and deliver proactive service.
• Respond to inquiries, requests and complaints promptly and professionally.
• Monitor daily reports, identify potential issues and take preventive actions.
• Investigate disputes, coordinate with relevant functions and drive timely resolution.
• Make decisions on customer returns within delegated authority limits.
• Share customer insights, forecasts and project launch timing with account managers and partners.

Required profile

• Customer‑focused mindset with strong attention to detail.
• Sound judgment and ability to translate customer needs into actions.
• Excellent written and verbal English communication skills.
• Ability to work cross‑functionally with supply chain, logistics, quality, finance and other teams.

Required skills

• SAP (order management module)

What we offer

• Opportunity to work for a global leader in essential innovations.
• Collaborative environment with exposure to multiple business functions.