Customer Service Representative; Semiconductor

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem‑solving, passion, and creativity to help us power the next leap in electronics.

At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high‑tech industries – we’re a tight‑knit team that is motivated by new possibilities and always up for a challenge. All our dedicated teams contribute to making cutting‑edge technology possible. We value forward‑thinking challengers, boundary‑pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all.

Learn how you can start or jump‑start your career with us.

Qnity has an opening for a Customer Service Representative located in Marlboro, MA. This is a hybrid role working onsite three days a week.

A successful Customer Service Specialist (CSS) must have a customer‑focused mindset, which enables them to deliver excellent customer service. The CSS has complete ownership of the order management process from initial order entry to product delivery for their dedicated accounts. The CSS interfaces with customers as well as internal and external functional partners, building successful relationships and aligning multiple internal resources toward the goal of zero‑defect customer satisfaction.

Strong communication skills allow the CSS to translate the customers’ needs into information upon which the business and other functions can make decisions and act promptly.

Your key responsibilities will be/what you’ll do:

• Customer Engagement and Order Management
• Responsible for multiple SAP transactions (i.e. order entry, returns, credits/debits, quality notifications, outputs, deliveries/shipments, invoices).
• Work directly with the most strategic, complex, high‑volume and/or greater‑revenue‑generating customers; this may include consignment, bulk, or import/export shipments.
• Support customers with their administrative and technical questions (EDI/My Du Pont ), requiring a good understanding and knowledge of the products & services offered by DuPont E&I.
• Build working relationships with commercial team partners to exceed customer expectations.
• Analyze customer ordering patterns to anticipate customer needs.
• Serve as a liaison with customers on administrative and technical matters (EDI/My Du Pont ).
• Respond to customer inquiries and complaints in a timely manner.
• Review daily reports to proactively address and resolve issues (i.e. open order report, returns report, SAP block report, promise/failure, etc.).
• Demonstrate flexibility/adaptability in a dynamic, fast‑paced team environment.
• Quickly identify and own resolution of customer issues.
• Responsible for investigating and driving timely resolution of customer disputes. This involves interaction with the customer, credit, and sales representative.
• Make decisions for customers’ return following a quality complaint within their assigned Delegation of Authority (DOA) limit.
• As part of the account team, relay all pertinent information gathered from the customer to the account manager (forecast, new project, changes in the organization).

• Work with Asset Schedulers and other supply chain partners to assess and resolve material availability, supply issues, order management and prioritization.
• 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 with cost to serve objectives.
• Work with Sales/Headquarter Sales/Technical…