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The Customer Service Process Automation Analyst is a critical role within the Customer Service Organization, operating across the Americas and EMEA regions as part of the Enablement Team. The specialist will leverage expertise in key Customer Service systems such as SAP, SF Platform, and other relevant applications to drive automation and process improvements. This dynamic position requires a proactive approach to identifying and implementing technological solutions, fostering efficiency and alignment across teams while enhancing the overall service delivery to customers.

The ideal candidate will possess a strong understanding of automation techniques, change management, and best practices to optimize workflows and systems within the organization. This role will also involve substantial collaboration with Business Process Consultants (BPCs) and other stakeholders to ensure successful implementation and integration of automation initiatives.

Responsibilities

Lead Automation Initiatives: Act as the primary contact for driving automation strategies and process improvements across the region.Best Practices Development: Identify, document, and implement regional best practices, along with training and change management opportunities to enhance operational efficiency.Business Process Improvement: Champion initiatives that drive business process optimization and automation across the Customer Service teams.Training Program Development: Design and deliver training programs focused on automation tools and processes to meet the evolving needs of the organization.Support BPCs: Assist BPCs with assigned tasks to deepen knowledge of BPC roles and responsibilities, facilitating knowledge transfer across the team.eCommerce Support: Engage in basic line of support of eCommerce systems to ensure seamless service delivery.Stakeholder Engagement: Maintain regular contact with regional BPCs through calls and meetings (such as Enablement Monthly Meetings and Weekly Automation Meetings) to share insights and updates on automation initiatives.System Knowledge Development: Acquire in-depth knowledge of Customer Service systems (primarily SAP P23/P80 and SFSC) to provide foundational support and troubleshoot common issues.

Qualifications

Bachelor’s degree is required.Microsoft suite of tools knowledge – Power Platform, SharePoint, ClipChamp.Automation tools – Experience with Robotic Process Automation (RPA) tools (e.g. Blue Prism) and other data and document automation tools (e.g. Macros, DocuSign)Operational Troubleshooting – Ability to identify process gaps and issues.Teamwork – Ability to work collaboratively with the cross-functional teams across the regions.Analytical thinking, problem solving, decision making, and communication skills.Data mining and analysis experience.SAP,  eCommerce Knowledge and SFDC knowledge (SFSC, Account and Contact management) is a plus.Language – Fluent / Very good English skillsPreferred: Customer Service and/or CS Support Experience.

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On May 22, 2024, we announced a plan to separate our Electronics and Water businesses in a tax-free manner to its shareholders. On January 15, 2025, we announced that we are targeting November 1, 2025, for the completion of the intended separation of the Electronics business (the “Intended Electronics Separation”)*. We also announced that we would retain the Water business. We are committed to ensuring a smooth and successful separation process for the Future Electronics business. We look forward to welcoming new talent interested in contributing to the continued success and growth of our evolving organization.

(1)The separation transactions are subject to satisfaction of customary conditions, including final approval by DuPont's Board of Directors, receipt of tax opinion from counsel, the filing and effectiveness of Form 10 registration statements with the U.S. Securities and Exchange Commission, applicable regulatory approvals, and satisfactory completion of financing.  For further discussion of risks, uncertainties and assumptions that could impact the achievement, expected timing and intended benefits of the separation transactions, see DuPont’s announcement.

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