Customer Service Specialist

Customer Service Specialist

Are you passionate about delivering exceptional customer experiences and ensuring products reach customers on time? Join our Customer Service team, where you'll play a critical role in connecting customers with our operations, supply chain, shipping, and sales teams. As a Customer Service Specialist, you'll help ensure smooth order fulfillment, resolve customer concerns, and contribute to a reliable and positive customer experience that supports our business goals every day.

The Role & Your Impact

In this operational role, you will serve as a key liaison between customers and internal teams while managing the end-to-end order process. Your work will directly impact customer satisfaction, on-time delivery performance, and the accuracy of critical business processes.

Key responsibilities include:

• Process domestic and international customer orders in SAP and verify product availability, pricing, delivery methods, and customer-specific requirements.
• Coordinate with Supply Chain, Sales, Shipping, and other stakeholders to resolve product availability and delivery challenges.
• Create deliveries and manage shipping documentation, including export documentation and freight-forwarder coordination.
• Support customer complaints and service requests by gathering information, creating cases in SAP, and coordinating product returns when required.
• Deliver outstanding customer support through phone and email communications, troubleshooting issues and identifying preventative solutions.
• Monitor daily reports to help ensure order accuracy and on-time delivery performance.
• Maintain customer master data in SAP, including contact information, shipping terms, transit times, and customer-specific requirements.
• Support departmental goals, KPIs, and continuous improvement initiatives.

What You'll Need to Be Successful

Required Qualifications

• High School Diploma or GED.
• Minimum 1 year of customer service experience.
• Professional written and verbal communication skills.
• Ability to identify customer needs and ask effective questions.
• Experience working both independently and collaboratively within a team environment.
• Strong attention to detail, accountability, and sense of urgency.
• Ability to manage multiple priorities simultaneously.
• Working knowledge of Microsoft Office applications and SAP.
• Ability to perform business-related calculations and conversions.
• Ability to read, write, and speak English.

Essential Competencies

• Customer focus
• Communication and relationship building
• Organization and multitasking
• Problem-solving
• Accuracy and attention to detail
• Collaboration across functions

Additional Skills & Interests We Value

• Experience supporting international customers or export shipments.
• Knowledge of logistics, manufacturing, or supply chain operations.
• Experience handling customer complaints and returns processes.
• Familiarity with Incoterms and international shipping documentation.
• Continuous improvement mindset and interest in process optimization.

What We Offer

• An opportunity to make a meaningful impact on customer satisfaction and business performance.
• A collaborative and supportive team environment.
• Exposure to cross-functional teams including Supply Chain, Sales, Shipping, and Operations.
• Development opportunities that help build expertise in customer service, logistics, and business operations.
• A culture focused on teamwork, accountability, and continuous improvement.

Ways of Working / Working Conditions

• Primarily office-based work environment.
• Generally sedentary role with occasional standing and walking.
• Ability to work effectively using multiple computer systems and monitors.
• Participation in an on-call rotation may be required.

Compensation & Benefits

Expected salary: $23/hr

Benefits you will enjoy:

• 401(k) with up to a 9% company contribution
• Minimum of 3 weeks' vacation, plus 12 holidays and 2 weeks of wellness time
• Health, Dental, Vision & Life insurance
• Healthcare savings account option with generous employer contribution
• Employee Assistance Program
• Parental leave
• Tuition reimbursement
• All benefits begin on your first day

Relevant Information

Application Deadline: October 30, 2026

Our purpose guides the way

In Novonesis, we know that solutions rooted in biology can help solve humanity's biggest challenges. Since we began more than a century ago, this has been our guide. It's how we've gotten so far. And it's how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless. If our purpose resonates with you, we encourage you to apply.

Opportunities for everyone

We are committed to an inclusive recruitment process and equal opportunity for all applicants. Therefore we ask you to apply without a cover letter or photo and instead include a few sentences in your CV explaining your motivation for applying.

We make all employment decisions based on business needs and welcome candidates with a wide range of backgrounds, including ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.

Explore other openings

If this position isn't the right fit, you may still find other opportunities with us. You're welcome to explore open roles or create a job agent to stay connected with future opportunities at novonesis.com/Career