Customer Relationship Specialist

ABOUT US

Afton Chemical Corporation is part of the New Market Corporation (NYSE NEU) family of companies, and is one of the largest global suppliers of lubricant additives and offers a broad line of fuel additives worldwide.

Responsible for management of all Afton customer orders from receipt of order through the customer invoicing process. Identify the timeliest and most cost-effective method for order fulfillment. Maintain direct customer contact and relationship with sales group. The Senior Customer Relationship Specialist may handle additional assignments or tasks, such as month end close, above the normal duties of a Customer Relationship Specialist or may work with limited management oversight.

Provide a quality customer service experience to Afton Chemical’s customers.

• Maintain proactive contact with customers regarding lead time, availability, product price increases and other issues that might affect delivery schedule or invoice amounts.
• Obtain and evaluate information necessary to process customer orders and inquiries, via phone calls, email, in person interaction. Each Customer Service Relationship Specialist has an established customer base they are responsible for. Customer assignment may change over time depending on need and individual experience.
• Work closely with internal team members and departments to ensure clear communication to our customers and drive reliable supply.
• Issue timely and accurate invoices, credit and debits to customers to minimize errors and discrepancies.
• Respond to customer complaints, resolve problems as appropriate or refer customer to appropriate contact. Keep Sales, Marketing and Business Groups and Plant Schedulers advised of customer's special needs, requests, etc. Follow up with customers to ensure resolution for and communication of a solution to the customer.
• Responsible for ensuring accurate records in SAP for product orders and customer data elements (including order processing scheduling, follow-up, tracking, tracing and documentation; complete and accurate invoicing).
• Miscellaneous duties and activities - administration, master data maintenance, back-up responsibilities for other team members.

• BS degree in Logistics, Supply Chain, Business Administration or related field or equivalent combination of education and experience.
• Fluency in Spanish for Latin America Customer Service Team Required.

• Demonstrated understanding of the customer relationship and supply function typically acquired through a few years of experience in a similar role.

For New Market, Afton or Ethyl employees, an appropriate combination of experiences that will support the required skill base may replace one or more of the specific experience requirements above.

• Able to maintain strict confidentiality and remain professional.
• Able to focus on details.
• Able to think through problems logically and resolve them quickly.
• Able to set priorities, work to deadlines and function effectively under pressure.
• Demonstrate flexibility.
• Basic knowledge of transportation modes.
• Demonstrate knowledge of bills of lading and basic accounting procedures.
• Demonstrate the ability to work productively in a team situation.
• Able to demonstrate computer literacy with regard to Afton applications.
• Able to organize and prioritize work and projects effectively.
• Able to cope with stress and multiple work interruptions.
• Able to demonstrate customer service orientation with regard to customer problems, concerns and changes, etc.

We're a diverse, global family of individuals, who share a passion for developing innovative solutions. We build our professional relationships on respect, integrity and a commitment to safety and quality. Just as these values apply to our professional relationships, they also apply to the way we feel about our neighbors and communities.

At Afton, our innovative R&D programs lead to global growth. Our lubricant and fuel additives are among the most highly developed and widely used in the petroleum industry. Afton is a recognized and trusted supplier of driveline lubricant…