CSR - Customer Service Representative

Customer Service Representative Nutrix International Position Title Customer Service Representative Department Customer Service Reports To President Position Summary The Customer Service Representative (CSR) serves as the primary point of contact for Nutrix's contract manufacturing customers throughout the order fulfillment process. This role is responsible for providing exceptional customer service while coordinating internally with Sales, Project Management, Planning, Procurement, Production, Quality, Regulatory, and Shipping to ensure customer orders are delivered accurately, on time, and in compliance with customer and regulatory requirements. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced manufacturing environment where managing multiple customer accounts and priorities is essential. Essential Duties & Responsibilities Customer Relationship Management Serve as the primary day-to-day contact for assigned customer accounts. Build and maintain strong professional relationships with customers. Respond promptly and professionally to customer inquiries via phone and email. Provide timely updates regarding order status, production schedules, inventory, and shipments. Resolve customer issues while maintaining a high level of customer satisfaction. Order Management Receive, review, and process customer purchase orders. Verify pricing, lead times, specifications, and order accuracy. Enter and maintain orders within the ERP system. Manage order revisions, cancellations, and change requests. Monitor open orders and proactively communicate delays or concerns. Production Coordination Coordinate with Planning and Production to ensure customer delivery expectations are met. Monitor manufacturing schedules and communicate changes to customers. Assist in prioritizing customer orders when appropriate. Coordinate launch schedules for new products. Project Support Support Project Managers during new product launches and commercialization. Coordinate artwork approvals, specifications, documentation, and production readiness. Ensure customer requirements are communicated across departments. Shipping & Logistics Coordinate shipment scheduling with Warehouse and Logistics. Prepare shipping documentation as required. Communicate tracking information and shipment confirmations to customers. Assist with international shipping documentation when applicable. Documentation & Compliance Maintain accurate customer records. Process customer documentation requests including: Certificates of Analysis (COAs) Certificates of Compliance (COCs) Safety Data Sheets (SDS) Regulatory documentation Ensure documentation is complete and accurate. Issue Resolution Investigate customer concerns regarding orders, shipments, or product quality. Coordinate with Quality Assurance on complaints or nonconforming product. Follow issues through resolution while keeping customers informed. Escalate critical customer issues when necessary. Continuous Improvement Identify opportunities to improve customer service processes. Assist in developing standard operating procedures. Support Lean Manufacturing and continuous improvement initiatives. Participate in customer satisfaction initiatives. Qualifications Education Associate's or Bachelor's degree in Business, Supply Chain, Communications, or related field preferred. Equivalent manufacturing customer service experience considered. Experience 2–5 years of customer service experience in manufacturing. Experience in contract manufacturing is highly preferred. Experience in cosmetics, OTC, personal care, pharmaceutical, food, or medical device manufacturing is a plus. ERP experience (SAP, NetSuite, Oracle, Microsoft Dynamics, etc.) preferred. Required Skills Outstanding customer service and communication skills Excellent organizational skills Strong attention to detail Ability to manage multiple priorities simultaneously Strong problem-solving abilities Professional verbal and written commun…

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