Customer Service Specialist

COMPANY INFORMATION

Probi® is a global leader in biotic solutions, dedicated to researching, manufacturing, and delivering high-quality biotics for dietary supplements and functional food and beverage applications. Rooted in science, and working closely with customers and research partners, Probi aims to empower people worldwide to take control of their gut microbiome, helping them live healthier, longer lives.

Founded in 1991 in Sweden, Probi has grown to serve more than 40 markets and holds numerous global patents. As part of Symrise AG, the company benefits from expanded capabilities, resources, and worldwide reach, further strengthening its position as an innovation leader in the biotics category.

Why Us? Because We're Not Just a Company; We're a Community:

• People Focus: Probi isn't just about products; it's about the people behind them. Join a community that values collaboration, diversity, and the unique contributions each team member brings.
• Own It Culture: At Probi, we believe in empowerment. Our 'Own It' culture means you're not just following a script; you're part of shaping it.
• Sustainability Matters: We're committed to a sustainable future. Join a team that cares about the environment, values responsible practices, and is dedicated to making a positive impact.

We are currently seeking candidates for our Customer Service Specialist position to work in our manufacturing plant in Redmond, Washington. This full-time position(s) reports to the Customer Service Lead


Schedule is Monday through Friday, 7:00 AM to 3:30 PM.


POSITION SUMMARY

The Customer Service Specialist builds strong customer relationships by providing prompt, accurate, and solutions-focused support. Serving as the primary point of contact for customer inquiries, including orders, logistics, documentation, quality issues, and product questions. The role coordinates cross-functionally to ensure best-in-class service and on-time, in-full delivery with all required documentation. The role leads and develops a Customer Service Specialist by setting priorities, delegating work, and coaching for performance. It also supports continuous improvement by adopting and improving systems and processes that enable better customer and sales team service.


KEY JOB DUTIES

• Demonstrate a customer-centric, service-first and partnership mindset, to all customer engagements, strengthening relationships and driving high levels of satisfaction.

• Serve as the primary point of contact for customers, engaging internally with other functions to address customer requests promptly and efficiently, using agility and creative problem-solving to achieve positive outcomes.

• Communicate clearly and professionally with customers and internal partners, maintaining a positive and solutions-focused approach.

• Execute order entry and order management with a high degree of accuracy, ensuring on-time, in-full (OTIF) delivery performance and timely resolution of any order-related issues.

• Identify potential sales opportunities by actively listening customer needs, asking questions, and sharing relevant information with the Sales team to advance the opportunity in the sales progression model.

• Develop and maintain in-depth knowledge of Probi products and services to address complex customer complaints and questions.

• Adopt new processes and systems with confidence and offer insights that support ongoing process and system improvements.

• Provide accurate reporting and maintain up-to-date customer information in CRM systems (e.g., Salesforce) to support Sales and cross-functional visibility.

• Manage customer accounts directly, including onboarding, documentation, communication, and escalations, ensuring a consistently high level of service.

• Maintain and continuously strengthen job-relevant computer and system skills, proactively seeking opportunities for training and upskilling.

• Follow company policies and procedures as outlined in the Employee Handbook, including accurate completion of administrative tasks such as timesheets and time-off requests.

COMPANY REQUIREMENTS

• Must be able to read, write, and converse in the English language.

• Must be able to pass background check.

• Maintain good attendance.

• Perform other projects / duties as assigned.

WORK EXPERIENCE AND EDUCATION REQUIREMENTS

• 2-year Associate degree or 4- year BS or BA College Degree.

• Two years of experience with Order Entry, Data Processing, and Customer Service or Sales.

• Outstanding MS Office software application skills.

• Experience with ERP systems, Microsoft Business Central is preferred

• Excellent verbal and written communication.

• Attention to detail.

SOME OF OUR US BENEFITS

• Medical, vision, and dental coverage after 30 days (and first day of the following month). Three (3) plans to choose from.
• Long-term and short-term disability insurance at no cost to employee.
• PTO (Paid Time Off) accrues on hire with up to 4 weeks (20 days) for new hire and increases the longer you are with the company.
• Participation in the company 401(K) and Roth plan after 6 months of employment with up to 4% employer match.
• Ten (10) paid holidays.
• 17 hours per calendar year, to go out and volunteer in your community!
• Employee Assistance Program
• Yearly Safety shoe vouchers.
• Learning and Development Opportunities
• Monthly birthday and anniversary celebrations.
• Team-building events throughout the year including summer and winter celebrations.

At Probi USA, we believe hiring should be fair, objective, and centered around helping candidates succeed. That's why we have partnered with Alva Labs' to use science-based and fair assessments. The Psychometric Assessments from, Alva Labs help us understand key traits-such as logic and personality-that contribute to success in this role.

Many Candidates tell us they enjoy taking these assessments as it gives them personal insights on how they naturally work and help support why they would fit in a role that is fair and unbiased.

Please watch for an email from Alva Labs with your assessment link. Completing the assessment is required to move forward in our process.

Thank you for taking this important step with us!

Probi USA is an Equal Employment Opportunity (EEO)/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, marital status, veteran status or any other protected factor.


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