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The Electronics and Industrial Order to Cash (OTC) ERP Subject Matter Expert (SME) role is a leveraged global role that resides in the Customer Service (CS) organization and provides in-depth ERP Customer Service competency. The OTC SME team are the experts to deliver best practices and aid in improving CS performance, and act as the primary CS expert consultants to a wide range of program and projects. In that scope, this role supports end to end CS process excellence through organizational education, development and application of standard tools and processes, the identification of improvement opportunities and the associated plan to address these, the translation of functional needs to IT and vice versa, as well as troubleshooting and supporting complex systematic issues and needs. The scope is across all lines of business, all regions and all CS processes. The role maintains strong external and internal connections to ensure that the standardized elements of customer service excellence represent industry and internal best practices.

The areas of proficiencies expected are:

Tools, Systems and Reports : can assist CS professions in SAP (across multiple ERP Platforms) to maximize value from the system. Has deep expertise in order management (readiness, receipt, handling), revenue management (invoicing, pricing, adjustments, etc), reporting, complaint management and delivery execution. Likewise, understands the interface of SAP with other critical systems and applications.

CS Performance Metrics : understands the key metrics and the impact that improved performance has on the overall business. Identifies opportunities for improvement and relate best practices to improved performance and accuracy.

Master Data : understands master data in SAP and affiliated systems, their inter-relationships and can teach and guide CS professionals on their use and set up, either directly or in conjunction with the Master Data Team.

Customer Service Roles and Processes : can explain the customer service key roles and OTC processes, the importance and impact of their work and value to the function and business. Can assist in organizational and process design and efficiency and understands the interaction and interdependency of these with adjacent functions (e.g., Logistics, Supply Chain, Tax, Finance, Sales & Marketing).

Controls, Compliance and Risk Management : understands operational requirements and the controllership implications of a publicly traded company and incorporates this into governance and design guidance so to ensure compliant solutions and improvements.

Critical Skills:

• ERP Subject Matter Expert (SME) – should be a recognized and respected SME in the customer service space, have a demonstrated ability to translate system and interface capabilities and needed functionality so to maximize customer experience, productivity and contribution to business goals.

• Complex Operational Troubleshooting – ability to effectively translate and prioritize issues as well as utilize experience and networks to identify immediate and long-term solutions.

• Continuous Improvement – A mindset to continuously identify, build out, extend and institutionalize best practices to better meet customer and business needs.

• Communication – must be able to effectively communicate to all stakeholders (internal and external to the function) the business value associated with current and proposed customer service best practices and processes, as well as the system functionality and execution. Must be able to effectively operate in a multinational environment via e-mail and virtual meetings.

• Training and Development – experience and capability to train Trainers and/or organizations, develop curriculum and associated best practices & processes.

• Analytics and tools – should have the ability to review CS data and garner insights, as well as to selectively design and test new tools, approaches and processes.

• Networking – ability to collaborate with a variety of CS, adjacent function and business colleagues to ensure progress against project goals, and world class customer service processes, practices and organizational capabilities.

• Mindset - A mindset to continuously learn and improve own knowledge, and readily embrace and adapt to change.

Responsibilities:

This role is expected to:

• Provide, and continuously develop, deep end to end systems expertise.

• Provide Support and Troubleshooting for escalated needs from across the global CS team which cannot be addressed by local CS coaches or Regional Business Process Consultants (BPCs). This is across all systems, practices and processes but particularly SAP (ECC6 and prior versions of SAP) and consultation to those utilized by any acquisitions)

• Work closely with E&I CS Enablement Organization and Functional Leadership to identify and address systemic issues, needs and improvement opportunities, so to maximize organizational performance, effectiveness and capability.

• Provides integrated solution design options based on breadth of knowledge of the ERP (SAP) system and how the system interfaces with other systems and applications and supports Business Processes.

• Represent Global CS in the design, development, testing, implementation and assessment of new/changed programs, systems, processes and practices, particularly those initiated corporately, with cross functional implications and/or with resource requirements not viable via CS Enablement or CSR roles. The role likewise occasionally may provide leadership to select initiatives within CS.

• Act as an interface/translator between E&I CS, Continuous Improvement (CI) and IT (particularly Business Process Owners (BPOs)), including the articulation & prioritization of needs, and applicability of technology.

• Collaborate across E&I and corporately with adjacent functions, networks and peer experts to ensure cross-functional design considerations are part of solutions as they are designed, prioritized and implemented.

• Establish networks and maintain connection with internal and external CS leadership and expert groups to leverage and accelerate work and improvement.

• Identify, leverage and standardize best practices cross BU, country and region as appropriate and including the integration with business and adjacent function systems.

• Develop and execute targeted training in collaboration with Global CS Learning Leader and CS Enablement Organization (with a particular focus on ERP methods and processes).

• Partner closely with CS Regional Enablement leaders to support select local/regional needs and ensure organizational development.

• Support journey to ERP integration and harmonization (once initiated corporately)

Experience / Training / Certifications

• High School diploma required, bachelor’s degree (preferred)

• ERP (SAP/BW) expertise (extensive SAP ECC6 expertise and experience is a requirement, with some experience on previous versions of SAP an asset)

• 5 years minimum Customer Service and/or CS Support Experience

• End to End Deep understanding of OTC end to end systems, tools, technology and processes.

• Able to demonstrate depth in one or more of the following: CRM Tools for Service, Continuous Improvement, Ecommerce, data mining, automation.

• Project/Program work experience and a demonstrated ability to consistently meet objectives & timelines.

• Less than 10% travel required.

Reports to:

E&I Global Customer Service Process Leader

Location:

North America (Wilmington, Delaware area preferred but will consider any DuPont site). This is a hybrid role and individual is expected to be in the office 3 days per week.

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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 (http://www.dupont.com/global-links/accessibility.html) .