Customer Service Specialist (Order Manager)

Job Description

Job Description

Monday-Friday 8am to 4:30pm

Heavy online communication.

Position Summary

The Customer Service Representative (CSR) is responsible for executing day-to-day customer service operations within a distribution and manufacturing environment. This role manages customer orders, order processing, and shipment coordination while ensuring accurate and timely communication throughout the order lifecycle.

The CSR partners closely with Sales, Purchasing, Logistics, Warehouse, Production, and Finance to support order fulfillment and customer satisfaction. This position reports to the Customer Service Supervisor and escalates complex issues as needed.

Key Responsibilities

Order Management & Customer Support

• Accurately enter, validate, and process sales orders in ERP system (e.g., Sage)
• Review purchase orders for pricing, quantities, delivery dates, and terms
• Send order confirmations within a 24-hour target timeframe
• Maintain and update open order reports to reflect real-time status
• Communicate order status, delays, and changes proactively to customers in a timely manner
• Ensure alignment between customer requirements, inventory availability, and production schedules
• Resolve routine order discrepancies and customer inquiries
• Escalate complex issues, exceptions, or service concerns to the Team Lead

Cross-Functional Collaboration

 

• Support Sales with order updates and customer communication
• Work collaboratively with Purchasing, Logistics, and Finance
• Ensure accurate information flow across departments to meet customer expectations

Administrative Support

• Maintain accurate customer records, order files, and documentation
• Support reporting and data entry related to customer service activities
• Assist with sending age reports and collections follow-ups as needed
• Answer and direct incoming calls professionally; provide backup reception support
• Perform general clerical and office support tasks as required

Qualifications

Education & Experience

• High School Diploma required; Associate or Bachelor’s degree preferred
• 3+ years of experience in customer service and order management
• Experience in a manufacturing, distribution, or supply chain environment preferred

Skills & Competencies

• Strong communication skills (verbal and written)
• High attention to detail and accuracy
• Strong organizational and time management skills
• Ability to manage multiple priorities and meet deadlines
• Customer-focused mindset with problem-solving ability
• Ability to work independently and within a team environment

Technical Skills

• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Experience with ERP systems (e.g., Sage or similar)
• Ability to learn new systems and processes quickly

 

Company Description

Biotron Laboratories [d.b.a. Actylis] manufactures nutritional supplement powder and other mineral ingredient compounds. Powder and people are our priority. We're looking for proactive team players to join us on our journey!

Our headquarters is in Ogden, Utah with another smaller site located in Centerville.

Company Description

Biotron Laboratories [d.b.a. Actylis] manufactures nutritional supplement powder and other mineral ingredient compounds. Powder and people are our priority. We're looking for proactive team players to join us on our journey!\r\n\r\nOur headquarters is in Ogden, Utah with another smaller site located in Centerville.