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Customer Service Representative in Charlotte, NC at Pionear

Date Posted: 8/9/2018

Job Snapshot

Job Description

Customer Service Representative

When you join our client, you contribute to a better tomorrow. You will play a role in powering many of the world’s largest and most critical industries, from energy and communications to transportation and electronics. We are putting innovation to work to improve people’s lives and we want YOU to be a part of it.


Job Description

At our client, we’ve built a thriving international business by envisioning a limitless future and putting innovation to work to improve people’s lives. That’s our culture. That’s our commitment. And when you join our team, it’s an opportunity you share with talented men and women around the globe. Anyone can give you a job. At our client, we believe you deserve more. Something big enough to build a future. Big enough to change the world.



Key Focus

Facilitate documentation of sales 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 our client. Provide service and communication to regional Sales Service Representatives to support their efforts to foster and improve customer relationships and ensure customer satisfaction.




Accountabilities

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 

Job Requirements

Responsibilities

  • Manage receipt of domestic and/or international sales orders for coordination of booking with freight forwarders 
  • Follow our client’s order fulfillment processes for product availability determination, coordination with freight forwarder and documentation of booking details.
  • 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

Requirements

  • 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. 
  • Supportive and team worker 
  • Attention to details 
  • Be able to multi-task 


Pionear is an equal opportunity employer