Customer Service Representative IV

Be an essential element to a brighter future.

We work together to transform essential resources into critical ingredients for mobility, energy, connectivity and health. Join our values-led organization committed to building a more resilient world with people and planet in mind. Our core values are the foundation that make us successful for ourselves, our customers and the planet.

Job Description

Albemarle is hiring for a Customer Service Representative. This position is hybrid (3-days per week in office) and located in Charlotte, NC.

Key Focus

Facilitate documentation ofsales orders for shipment from regional shipping locations and domestic destinations. Effectively manage customers' orders, needs and expectations through the order fulfillment process, to deliver value to our customers and Albemarle. Provide service and communication to regional Sales Service Representatives to support their efforts to foster and improve customer relationships and ensure customer satisfaction.

• Timely arrangement of booking as coordinated through third party freight forwarder
• Order management expert to ensure that Albemarle's customers receive the right product, at the right place, on time, and in the expected condition.
• Responsive to customers through prompt follow-up to order needs, inquiries and issues
• Engage necessary resources to resolve order fulfillment issues
• Manage receipt of domestic and/or international sales orders for coordination of booking with freight forwarders (Albemarle or customer)
• Follow Albemarle's order fulfillment processes for product availability determination, coordination with freight forwarder, documentation of booking details, and processing using the Albemarle Enterprise Software system (SAP)
• Serve as liaison between Sales Service Representative, Business Teams, Manufacturing, and Freight Forwarders to address and resolve issues related to order arrangements and documentation
• Resolve order processing issues for exports and domestic shipments
• Perform distribution of documents for shipments as necessary
• Process requests for International sample shipments
• Drive the order fulfillment process as liaison for Sales Service Representative to regional 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
• 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

• Bilingual in Spanish and English
• Customer Service, Order Fulfillment coordination or related work experience within similar industry
• Bachelor's degree in Business Administration/Management, or equivalent work experience
• Proficient 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.
• Customer-focused attitude; meet or exceed customer 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.
• Attention to detail
• Be able to multi-task

Benefits of Joining Albemarle

• Competitive compensation

• Comprehensive benefits package

• A diverse array of resources to support you professionally and personally.

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.