Customer Service Representative

4 weeks ago


Dalian, Liaoning, China Albemarle Full time

About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Albemarle. As a key member of our Order to Cash department, you will be responsible for effectively managing customers' orders, needs, and expectations through the order fulfillment process.

Key Responsibilities

• Follow Albemarle's order fulfillment processes for order entry, product availability determination, customer confirmation, processing, and invoicing using the Albemarle Enterprise Software system (SAP)

• Drive the order fulfillment process as liaison between external customers and internal Albemarle resources, including shipping locations, Planner/master scheduler, Manufacturing, Logistics, Business, Sales, and Health Safety & Environmental (HS&E)

• Document customer complaints and feedbacks in the Customer Feedback/Incident reporting database

• Participate in order fulfillment process improvements by identifying and documenting internal failures in the incident-reporting database, with timely investigation to identify root cause and implementation of sustainable corrective actions

• Attend Sales and Operations Planning (S&OP)/Master Production Scheduler meetings

• Initial and ongoing confirmation and communication of order status to customers

• Manage orders and customer commitments in accordance with sales control plans defined by Business

• Assist Collections teams to resolve customer payment issues related to order fulfillment

• Participate in Order Launch meeting process to prepare for the onboard of successful order fulfillment processes for new products and customers

• Manage orders to meet monthly closing deadline

Requirements

• College or university degree

• Previous work experience in a similar field

• Basic IT skills: MS Office, quick learner for using systems

• Good IT skills (MS Office, SAP experience is an advantage)

• Excellent problem-solving skills

• Outstanding communication skills: can negotiate skillfully in tough situations with both internal and external groups

• Customer-focused attitude; meet or exceed customers' expectations (internal/external), establishes and maintains effective relationships with customers and gains their trust and respect

• Good organization and time management skills; can orchestrate multiple activities at once to accomplish a goal

• Self-development skills: personally committed to and actively works to continuously improve him/herself

• Supportive and team worker

Language Skills

Fluent in English and Chinese

We are partners to one another in pioneering new ways to be better for ourselves, our teams, and our communities. When you join Albemarle, you become our most essential element and you can anticipate competitive compensation, a comprehensive benefits package, and resources that foster your well-being and fuel your personal growth. Help us shape the future, build with purpose and grow together.



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