Customer Service Specialist

Position Overview The Customer Service Specialist will serve as a primary point of contact for customers across North and South America, ensuring timely communication, accurate order processing, and efficient coordination throughout the customer order lifecycle. This position will work closely with Sales, Operations, Warehouse, Quality Assurance (QA), and international manufacturing teams to support customer inquiries, order fulfillment, shipping coordination, and documentation requirements. The ideal candidate is organized, responsive, and proactive, with strong communication skills and the ability to manage multiple priorities in an international B2B environment. This is an individual contributor role focused on customer satisfaction, operational accuracy, and continuous improvement. Key Responsibilities 1. Customer Service & Relationship Management Serve as a primary point of contact for assigned customers across North and South America. Respond promptly and professionally to customer inquiries regarding product availability, order status, pricing, delivery schedules, and documentation. Build and maintain positive relationships with pharmaceutical manufacturers, biotechnology companies, CDMOs, and pharmaceutical ingredient distributors. Proactively follow up on customer requests and ensure timely resolution of outstanding issues. Identify customer concerns and coordinate with appropriate internal teams to resolve them. Maintain accurate customer communication records and support a consistent customer experience. 2. Order Processing & Management Receive, review, and process customer purchase orders accurately and efficiently. Verify product information, quantities, pricing, shipping addresses, and customer-specific requirements. Enter and maintain order information in ERP, CRM, or other approved business systems. Coordinate order confirmation, processing, fulfillment, and delivery. Monitor open orders and proactively communicate changes, delays, or potential issues to customers. Maintain accurate order records and supporting commercial documentation. Ensure orders are processed in accordance with established company procedures. 3. Shipping & Logistics Coordination Coordinate with Warehouse, Operations, carriers, and freight forwarders to arrange domestic and international shipments. Prepare and review commercial invoices, packing lists, shipping labels, and other required shipping documentation. Track shipments and provide timely delivery updates to customers. Coordinate shipping schedules and resolve delivery-related issues with logistics partners. Support international shipment coordination for customers across North and South America. Escalate shipping discrepancies, damaged packages, temperature excursions, or other potential quality concerns to Operations and QA. Maintain accurate shipment and delivery records to support product traceability. 4. Sales & Account Support Support the Sales team with customer inquiries, quotations, order follow-ups, and account administration. Assist with customer onboarding, account setup, and maintenance of customer information. Prepare sales support documentation, order summaries, and customer activity reports. Coordinate product availability and delivery information with internal teams. Identify repeat-order opportunities and communicate relevant information to the Sales team. Support the development and maintenance of long-term customer relationships. Assist with commercial coordination for customers and distributors across the Americas. 5. Quality Assurance & Documentation Coordination Collaborate with the QA team to support customer requests for product quality documentation. Coordinate requests for Certificates of Analysis (COAs), product specifications, and other approved technical or quality documents. Ensure required documentation is provided to customers accurately and in a timely manner. Maintain customer order and shipment records in accordance with established documentation p…

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