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Job Description
Customer Service Representative (four days in office, one day remote) Position Overview As a key member of our customer support team, the Customer Service Representative (CSR) is responsible for delivering a superior customer experience through complete ownership of the order management process-from initial order entry to final product delivery-for a dedicated set of accounts. This hybrid position requires four days onsite and one day remote weekly (subject to change by company policy).
Responsibilities:
Serve as the primary point of contact for assigned customers, ensuring exceptional service and satisfaction throughout the order fulfilment cycle. Manage all aspects of order processing using SAP-R3 or equivalent ERP systems, including order entry, returns, credits/debits, quality notifications, outputs, shipments, and invoicing. Proactively build and maintain strong working relationships with customers and cross-functional internal partners (commercial teams, credit, sales, operations, etc.) to anticipate and exceed customer needs. Analyze customer ordering patterns to optimize service and identify potential process improvements. Act as a liaison on administrative and technical matters, including electronic data interchange (EDI), order capture systems, and customer portals (e.g., My DuPont). Respond promptly to customer inquiries and complaints, ensuring timely communication and issue resolution. Monitor and review daily SAP reports (e.g., open orders, returns, blocks, exceptions) to proactively address and resolve any issues impacting order fulfillment or service. Demonstrate adaptability and resourcefulness in a fast-paced, dynamic team environment. Investigate and drive resolution of customer disputes, collaborating closely with credit and sales teams as needed. Make decisions on returns and quality complaints within assigned Delegation of Authority (DOA) limits. Collaborate with account management teams to share relevant customer insights, such as forecasts, new projects, or organizational changes.
Qualifications:
High school diploma required; college degree preferred. Experience with SAP-R3 or equivalent ERP system required. Previous experience in order entry and customer service required; experience in a business-to-business environment is a plus. Proven ability to manage multiple priorities, resolve complex customer issues, and communicate effectively across functions. Strong analytical skills with the ability to identify trends and anticipate customer needs. Excellent interpersonal and relationship-building skills, with a customer-focused, professional demeanor. Ability to thrive in a hybrid work environment (four days in office, one day remote). As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community. Trust the office staffing pioneer. Finding the right job isn't always easy. Kelly ® Professional & Industrial takes the guesswork out of your job search by connecting you with great opportunities that work for you. That means your schedule, your interests, and your career plan. In fact, our company created the staffing industry with the goal of connecting people with great office jobs-so you could say we're pretty good at it! About Kelly Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year. Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) . Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
