Customer Service Team Leader

Role Overview

• Lead the NA Customer Service team supporting Tyvek®, Typar® and Liveo™ , ensuring consistent execution, engagement, and performance.
• Transform Customer Service into a strategic Revenue Operations partner , contributing directly to profitable growth and revenue protection.
• Own end‑to‑end order management (OTC) execution for the NA Healthcare portfolio, ensuring accurate order processing, proactive risk management, and drive accountability for the execution of our order book and past dues.
• Drive Customer Service ownership of orders at risk , including correct Incoterms usage, fiscal period alignment, and timely escalation to protect revenue.
• Partner closely with Commercial, Supply Chain, Finance, Decision Centers, and adjacent functions to ensure seamless collaboration and execution.
• Facilitate regular cross‑functional collaboration sessions with key stakeholders to review performance, risks, and priorities.
• Champion customer intimacy and customer excellence across physical and digital channels.
• Lead the stabilization and acceleration of order entry automation , supporting initiatives to significantly reduce manual order entry and increase speed, accuracy, and efficiency.
• Ensure full and consistent adoption of Service Cloud and other approved digital tools by all Customer Service Representatives.
• Support cross‑regional initiatives to simplify, standardize, and automate shipping documentation and related OTC processes.
• Support the NA OTC E2E productivity roadmap, aligning operations with the DuPont OTC E2E Operating Model.
• Ensure compliance with SOX, Right to Operate, Tax, and trade requirements , proactively addressing new business scenarios.
• Build a strong, engaged, and empowered team aligned to the DuPont Culture MAP , promoting ownership, accountability, and continuous improvement.
• Foster a culture of learning, digital adoption, and continuous improvement, encouraging simplification ideas and use of improvement platforms.

Requirements

• Bachelor’s degree required
• Excellent English speaking and writing skills
• Strong experience in SAP is preferred
• Project management experience and potentially Six Sigma certification is a plus
• Experience in people leadership, customer service, and sales are preferred

Tech Stack

• Cloud

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities