Customer service process automation analyst
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the customer service process automation analyst is a key role within the customer service organization, supporting the americas and emea regions as part of the enablement team. The specialist will leverage expertise in systems like sap, sf platform, and others to drive automation and process improvements. This dynamic position requires proactive identification and implementation of technological solutions to enhance efficiency and service delivery.
the ideal candidate will have a strong understanding of automation, change management, and workflow optimization, collaborating closely with business process consultants (bpcs) and stakeholders to ensure successful automation initiatives.
responsibilities
1. lead automation initiatives, acting as the primary contact for regional automation strategies.
2. develop and implement regional best practices, including training and change management to improve operations.
3. drive business process improvement and automation within customer service teams.
4. design and deliver training on automation tools and processes.
5. support bpcs in their tasks, facilitating knowledge transfer.
6. assist with basic ecommerce system support to ensure seamless service.
7. engage with regional bpcs through calls and meetings to share updates and insights.
8. develop in-depth knowledge of customer service systems like sap p23/p80 and sfsc for support and troubleshooting.
qualifications
* bachelor’s degree required.
* knowledge of microsoft tools: power platform, sharepoint, clipchamp.
* experience with rpa tools (e.g., blue prism) and automation tools like macros, docusign.
* ability to identify process gaps and troubleshoot issues.
* strong teamwork and collaboration skills across regions.
* analytical thinking, problem-solving, decision-making, and communication skills.
* experience in data mining and analysis.
* knowledge of sap, ecommerce, and sfdc (preferred).
* fluent or very good english skills.
* customer service or support experience is a plus.
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note: dupont is committed to a smooth separation process for its electronics and water businesses, with planned milestones in 2024 and 2025. We value diversity and are an equal opportunity employer. For accommodations, visit our accessibility page.
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