Customer Support Representative

Job Description

Job Description

Job Title: Hybrid Customer Support Representative

Job Description

The Customer Service & Order Management Specialist delivers exceptional service to customers and internal stakeholders while managing customer accounts and order fulfillment activities. This role serves as the primary point of contact for customer inquiries, order processing, issue resolution, and cross-functional coordination to ensure a positive customer experience from order entry through delivery.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
• Process customer orders accurately and update changes within internal systems to ensure precise order entry and maintenance.
• Provide timely responses regarding order status, shipment tracking, product availability, and general account inquiries.
• Build and maintain strong customer relationships through professional, responsive, and solutions-oriented communication.
• Manage account-specific requirements and ensure adherence to customer service standards and established procedures.
• Investigate and resolve customer concerns, escalating issues to appropriate internal teams when necessary.
• Process returns, exchanges, credits, and other customer account adjustments in accordance with company policies.
• Provide customers with requested documentation, product information, and supporting materials to facilitate informed decisions.
• Collaborate with sales and pricing teams to address pricing discrepancies and account-related issues.
• Coordinate expedited orders and special customer requests to meet critical timelines and unique customer needs.
• Maintain accurate records of customer interactions and transactions within company systems for tracking and reporting purposes.
• Partner with internal departments including Sales, Operations, Supply Chain, Finance, Distribution, and IT to support customer needs.
• Monitor open orders and proactively identify potential fulfillment or delivery challenges.
• Communicate order delays, inventory concerns, or service issues to customers and internal stakeholders in a clear and timely manner.
• Coordinate with transportation providers, vendors, and logistics partners to resolve shipping and delivery issues.
• Assist in resolving billing, credit, and account-related matters through collaboration with internal teams.
• Support electronic order processing, system integrations, and process-related inquiries as needed.
• Participate in training programs and development opportunities to enhance product knowledge, systems expertise, and customer service skills.
• Contribute ideas and feedback to improve customer experience, operational efficiency, and business processes.
• Stay informed on company policies, procedures, products, and service offerings.
• Perform other duties, special projects, and responsibilities as assigned.

Essential Skills

• Proven customer service experience in a manufacturing or pharmaceutical environment, including logistics support on orders (3+ years required).
• Strong proficiency with Microsoft Excel for data entry, tracking, and reporting.
• Experience with logistics and freight coordination in support of order fulfillment and delivery.
• Demonstrated ability in customer support, including handling inquiries, troubleshooting issues, and achieving call resolution.
• Accurate and efficient data entry skills with strong attention to detail.
• Ability to manage multiple customer accounts and orders simultaneously while maintaining high service standards.
• Effective verbal and written communication skills for interacting with customers and internal teams.
• High School diploma or equivalent education.

Additional Skills & Qualifications

• Experience in manufacturing or pharmaceutical customer service environments.
• Familiarity with electronic order processing and system integrations.
• Ability to collaborate effectively with cross-functional teams such as Sales, Operations, Supply Chain, Finance, Distribution, and IT.
• Strong problem-solving skills with a solutions-oriented mindset.
• Willingness to participate in ongoing training and professional development.
• Motivation to take on additional responsibilities over time and grow into expanded roles.

Work Environment

This is a contract-to-hire position with a structured schedule from 8:45 a.m. to 5:15 p.m. The role is primarily onsite Monday through Thursday, with remote work on Fridays, offering a blend of in-office collaboration and at-home flexibility. You will work in a professional environment that supports manufacturing and pharmaceutical customers, interacting regularly with logistics, operations, sales, and other internal teams. The setting emphasizes accuracy, responsiveness, and continuous improvement, with opportunities to take on more responsibilities and grow your career. Professional attire is expected to align with a customer-focused, office-based work environment.

This is a Contract to Hire position based out of Orangeburg, NY.

The pay range for this position is $22.00 - $29.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Orangeburg,NY.

This position is anticipated to close on Aug 25, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.