OTC SAP & eCommerce Subject Matter Expert

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Role overview

Based in Shanghai, the SAP & eCommerce Subject Matter Expert is part of the global Business Process Solutions team within Commercial Excellence. The role partners closely with Customer Service and Supply Chain users to deliver high-quality day-to-day process support and contribute to projects that address new business requirements. The primary focus is SAP SD, with additional integration across pricing, data, Salesforce, and other connected systems.

Key responsibilities

• Provide daily operational SAP support to Customer Service and Supply Chain teams globally.
• Troubleshoot issues, identify root causes, and implement effective solutions, monitoring tools, controls, and best practices.
• Train Customer Service teams on business processes from an SAP perspective.
• Log and follow up on service tickets, test fixes, and perform regression testing.
• Analyse existing SAP processes, translate business requirements, and recommend practical improvements.
• Extract and analyse data to support business requirements and decision-making.
• Support Customer Service order-automation initiatives, including the online web-order tool, order capture, and EDI.
• Maintain SAP technical and user documentation in the Global Knowledge Center, and create training materials for new or updated business processes.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• In-depth knowledge of end-to-end Order-to-Cash business processes.
• Strong working knowledge of SAP SD in an ECC environment.
• Strong Microsoft Office skills, particularly in Excel and Access.
• Strong analytical and numerical skills, with close attention to detail and accuracy.
• Strong teamwork, communication, and interpersonal skills.
• Proven ability to prioritise tasks, manage time effectively, and handle multiple activities.
• Willingness to collaborate and share knowledge within a global team.
• Flexibility to work across countries and time zones when business needs require it.
• Knowledge of e-commerce solutions, including online web ordering, order capture, EDI, and IDocs.
• Understanding of logistics interfaces and their role in end-to-end business processes.
• Japanese language skills are an advantage.

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DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.