Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
The Supply Chain Specialist II is responsible for delivering a high-quality customer experience by managing customer inquiries, orders, service requests, and issue resolution. This role serves as a key point of contact between customers and internal teams, ensuring requests are handled accurately, efficiently, and professionally.
The specialist works cross-functionally with Operations, Supply Chain, Business or Project Management, Finance, and other support teams to resolve customer needs, maintain accurate order information, and proactively communicate order status, delays, and other service-related updates.
The Customer Service Specialist owns customer communication, order administration, and follow-through to closure. Functional teams retain responsibility and decision authority for activities within their respective areas, including supply planning, operational execution, financial approvals, pricing authority, and other function-specific decisions.
Key Responsibilities
- Serve as a primary point of contact for customers regarding orders, product availability, delivery status, documentation, and general service inquiries.
- Manage customer service and order-management activities from order receipt through fulfillment, ensuring accuracy and compliance with established procedures while coordinating with the functions responsible for fulfillment execution.
- Review customer purchase orders and verify pricing against approved quotes, contracts, or system records, along with product information, quantities, shipping requirements, and other order details; escalate pricing or commercial discrepancies to the appropriate function.
- Monitor open orders and proactively communicate potential delays, backorders, shipment changes, or other issues to customers and internal stakeholders.
- Investigate customer concerns, including order discrepancies, shipping issues, damaged or missing products, returns, credits, and billing questions; coordinate resolution with the appropriate functional teams and escalate items requiring functional approval or processing.
- Coordinate with Operations, Supply Chain, Finance, and other teams to drive timely resolution of customer issues.
- Maintain accurate customer and order information within applicable ERP, and customer service systems.
- Document customer interactions and ensure appropriate follow-up through issue resolution.
- Identify recurring customer issues and escalate trends or service risks to appropriate stakeholders.
- Support continuous improvement initiatives designed to improve order accuracy, response times, customer satisfaction, and operational efficiency.
- Follow established quality, regulatory, compliance, and documentation requirements.
- Build strong working relationships with customers and internal business partners while demonstrating professionalism, accountability, and a customer-focused mindset.
- Own customer communication and follow-through for customer inquiries and service issues through resolution, coordinating across functions and ensuring closure within established service expectations.
- Prioritize customer service cases and workflow based on urgency, customer impact, supply risk, and business requirements; escalate critical issues according to established protocols. Operational production, supply allocation, and shipment prioritization remain with the responsible functional teams.
- Manage customer expectations regarding availability, lead times, delivery dates, and issue resolution by communicating approved system and operational information. Customer commitments must align with information and decisions provided by the responsible operational or business functions.
- Review operational reports, order queues, backlog, and service metrics to identify items requiring action or escalation.
Qualifications
Required
- High school diploma or equivalent with a minimum of 5 years’ of customer facing experience; associate or bachelor's degree with 2 years’ of customer facing experience
- 2+ years’ experience in customer service, order management, sales support, or a related function.
- Strong verbal and written communication skills.
- Excellent attention to detail and organizational skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills with the ability to investigate issues and coordinate solutions across multiple teams.
- Proficiency with Microsoft Office applications, including Outlook, Excel, and Teams.
- Ability to learn and effectively use SAP ERP, and other business systems.
- Ability to communicate professionally with customers and stakeholders at varying organizational levels.
- Applicant should possess sound judgment and decision-making abilities within established role authority and know when to escalate decisions requiring functional, financial, commercial, or operational approval.
Preferred
- Experience supporting customers in a manufacturing, pharmaceutical, biotechnology, healthcare, life sciences, or other regulated environment.
- Experience with ERP and platforms such as SAP, Oracle, Salesforce, or similar systems.
- Experience with order-to-cash processes, including order entry, fulfillment, shipping, invoicing, returns, and credits.
- Familiarity with customer service performance metrics and continuous improvement methodologies.
