Customer Service Specialist

Novonesis•New Berlin, WI

7d•Onsite

About The Position

Interested in a career that matters? 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. 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.