Customer Service Representative

7 months ago

Dalian, China Albemarle Full time

Description

Customer Service Rep is key role in Order to Cash department to effectively manage customers’ orders, needs and expectations through the order fulfillment process, to deliver value to our customers and Albemarle.

Provide service to foster and improve customer relationships and ensure customer satisfaction

ESSENTIAL DUTIES AND 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. Timely investigation to identify root cause, with implementation of sustainable corrective actions to improve.

· 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

· Specific duties as may be defined by individual business needs

EDUCATION/QUALIFICATIONS

·College or university degree

Previous work experience in 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; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of

other parties to the negotiations; has a good sense of timing.

· Costumer 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, arranges information and files in a useful manner, concentrates his/her efforts on the more important priorities

· Self-development skills: he/she is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches.

· 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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