Customer Service Representative

Catalent’s Florence, KY site is a key part of the company’s Wellness business, serving as one of North America’s primary gummy development and manufacturing centers. The site specializes in the formulation and production of traditional gelatin gummies and 100% plant based pectin gummies for nutritional supplements and nutraceutical applications, supporting a wide range of consumer health products. With strong in-house R&D, quality laboratories, and flexible manufacturing and packaging capabilities, the Florence operation partners closely with customers to develop innovative, high quality, and consumer friendly gummy delivery formats across a variety of flavors, shapes, and functional ingredients, all produced under rigorous quality and food safety standards.

Position Summary

We have an opportunity for a Customer Service Representative to join our team. This role serves as the secondary site contact and liaison for assigned customer accounts related to the supply of commercialized products and services. The position focuses on managing the order to cash flow process, ensuring alignment between customer needs, agreed terms, and Catalent’s capabilities. The Customer Service Representative plays a key role in ensuring on time delivery, maintaining strong customer relationships, and promoting the Catalent brand through consistent, high quality service.

Shift: Monday - Friday 8:00am-5pm

Location: Florence, KY

100% Onsite

The Role

• Act as secondary customer and site contact for assigned customers. Maintain general knowledge of customer contracts, including supply and quality agreements, purchase order and delivery requirements, and limits of liability.
• Maintain sales orders in the system according to customer request dates. Send written order acknowledgments with firm promise dates and update customers on any changes.
• Communicate regularly with internal and external stakeholders through meetings, trackers, email, and phone calls, following escalation paths when needed.
• Collaborate with cross functional teams to resolve customer actions and deliverables, ensuring proactive communication and results.
• Coordinate with Supply Planning to schedule manufacturing of orders. Work with the Materials team to manage customer forecasts, component deliveries, and obsolete inventory.
• Coordinate with the Quality team for timely release of finished goods to support on time delivery and site objectives. Coordinate with the Warehouse team for product and sample shipments, ad hoc requests, and inventory management.
• Assist the Finance team with analysis, collections, pricing tracking, credit issuance, and compliance activities. Ensure accurate billing for all products and services provided.
• Perform additional duties as required.

The Candidate

Minimum Requirements

• High school diploma or equivalent.
• 2+ years of relevant experience is required.
• Basic Microsoft Office experience is required
• Excellent verbal, written and interpersonal communication skills are required.
• Outstanding customer service skills are required.
• Ability to remain well organized, detailed focused, and multi-task oriented is required

Preferred Skills & Background

• Associate Degree strongly preferred
• Two years of experience in customer account management, sales, or project coordination preferred.
• Understanding of supply chain and related services preferred.
• Experience using Enterprise Resource Planning (ERP) systems preferred.
• Advanced knowledge of Microsoft Excel, including formulas, pivot tables, VLOOKUP/XLOOKUP, conditional formatting, and data analysis tools.

Why You Should Join Catalent

• Positive and fast paced working environment focused on continuous improvement and innovation.
• Competitive Paid Time Off plus 8 paid holidays.
• Medical, dental, and vision benefits effective from day one of employment.
• Tuition Reimbursement to support educational growth and career advancement.
• Engaging site activities such as seasonal celebrations, tournaments, and appreciation events.
• Employee Resource Groups promoting Diversity and Inclusion.
• Environmentally friendly initiatives and community engagement programs.
• Defined career path with annual performance reviews and growth opportunities.
• WellHub program supporting physical and mental wellness.
• Perkspot discounts from over 900 merchants across various categories. 

Catalent offers rewarding opportunities to further your career!  Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference. 

personal initiative. dynamic pace. meaningful work.

Visit Catalent Careers to explore career opportunities.

Catalent is an Equal Opportunity Employer, including disability and veterans.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

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