DuPont Cusromer Service Process Coach (m/f) in Lombardia, Italy

Cusromer Service Process Coach (m/f) (Job Number: CUS00002164)


The purpose of this position is to monitor, analyze and train team members to improve efficiency, individual performance, and ensure compliance with processes/procedures. The position will be based in Italy but can serve to other countries within CU.

The individual is an Expert within the Order Receipt and Handling work process with objective

  • to interface with Customers, SE CU Businesses and functional partners to deliver exceptional service to Customers and profitability to the company

  • to be the Customer Service Specialist with best know-how and experience in the OR&H process and all the sub processes related to it

  • to be the Trainer and Coach of new / existing Customer Service Representatives on ERP systems

to influence the SE CU Business and the functions inside company to carry out possible operational changes with the purpose of - Gaining productivity in our processes / Contributing with value added to the business / Increasing the level of Customer Service we can provide to our customer / Improving Customer satisfaction / Being the best in class with the low cost-to-serve

Role Objective

The individual will continuously support process improvement/training, assist CSRs with their needs, resolve concerns and difficulties in use of tools and processes and act proactively to ensure smooth team operations and effective collaboration.

  • Be the Expert in Order Receipt & Handling work process and systems required for effective order entry and order management.

  • Be the Customer Service Team Focal Point for Implementation of new processes & systems

  • Ensure ‘Order Receipt & Handling’ Processes are documented & under corporate compliance.

  • Coach and train new / existing CSRs on work processes, ERP system and present / future technology.

  • Ensure work process execution is standardize across teams

  • Identify possible issues / challenges and facilitate solutions by providing Level 1 support and evaluate deviations from the standard work process

  • Work in problem solving on daily basis in SE CU Customer Service

  • Create and implement corrective actions and/or changes in our procedures and have the authority of assigning tasks to CSRs related to these improvements.

  • Interact with other SE CU Customer Service teams to share experiences, ideas and understand best practices for possible leveraging

  • Assist in identifying team member training requirements, tools and improvement opportunities and escalate to the Customer Service Team Leaders appropriately.

  • Perform system, work process assessments, and audits (ISO, SOX and Corporate) on team members as appropriate

  • Identify customized solutions for customers to provide the company with competitive advantage.

  • Work with Customer Service Team Leaders to use work group and department measures to track progress against business strategies

Key Stakeholders and Interactions

  • Internal: EMEA CS lead, CU CS Lead, Country CS Leaders, Customer Service representatives, Customer Service Specialists and Subject Matter Experts.

  • External: None

Measures of success/Scorecards

  • Order Receipt & Handling processes documented and yearly reviewed.

  • Control OR&H scorecards and to work closely with Customer Service Team Leaders to assure the successful accomplishment of all the metrics.

  • Study, develop and implement new metrics / processes for the function.

  • Interact with Customers and Company’s Functions across SE CU with the purpose of visibly differentiate our organization to provide premier customer service in various business models

  • creating a competitive advantage through increased customer intimacy, leveraging core competencies & resources, to deliver functional excellence


  • Advanced English. University degree (Administration, Chemical, Foreign Trade).

  • Strong Customer Service experience required

  • Very strong and detailed knowledge in daily Customer Service processes (rebate, invoicing, commissions, order entry handling etc.)

  • Exceptional interpersonal skills with the ability to be versatile and flexible with Team members, business partners and customers, while effectively influencing others and managing outcomes.

  • Excellent Teamwork.

  • Initiative and Value Creation.

  • Proactive.

  • Knowledge of using ECC and other technologies and systems.

  • Work Process aptitude is critical to success.Customer Advocate

  • Strategic Negotiator

  • Leadership: have skills to influence and guide other people

Primary Location: EMEA-Italy-Lombardia-Cremona

Organization: Pioneer

Schedule: Full-time

Education Level: Bachelor's Degree (±16 years)

Employee Status: Regular

Job Type: Experienced

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