Customer Service Specialist - Exton, PA

dsm-firmenich • Exton, PA

12d • $66,000 - $85,000

About The Position

The Customer Service Specialist is a key contributor to the Prospect to Order (PTO) and Order to Cash (OTC) processes. The role manages internal and external customer inquiries concerning sample requests, product pricing, availability, and delivery, and escalates non-typical order issues to Sales or Management while advising customers. The position also coordinates sample orders and inventory, R&D quotes, customer correspondence, and delivery commitments, and provides backup for other customer service team members. The role supports departmental and corporate goals while adhering to quality system procedures and applicable ISO standards.

Requirements

• Bachelor’s degree in Business or equivalent work experience in the required field.
• Three to five years of experience in a customer service role within Sales and Marketing.
• Experience with an enterprise-wide integrated system such as SAP.
• Strong verbal, analytical, and written communication skills.
• Ability to identify and resolve problems in a timely manner and manage multiple priorities.
• Punctual, dependable, self-starting, and detail-oriented.

Nice To Haves

• Education in the sciences is highly desired.
• Experience working in a manufacturing environment is preferred.

Responsibilities

• Respond to and expedite customer correspondence, including matters involving pricing and billing errors, credits, and returns, while providing a high level of customer service.
• Manage customer product sample requests and coordinate with Sales Staff and the R&D department to ensure the correct samples are sent.
• Place all sample orders in the ERP system.
• Work with Supply Chain and Commercial Management to achieve accurate and timely delivery commitments.
• Maintain product sample inventory, including cast film, tubing, plaques, dog bones, and rods.
• Coordinate R&D quotes in the ERP system’s “Quotes and Estimates” module for Sales Staff, collaborating with appropriate R&D personnel and following SOPs.
• Participate in special projects supporting personal, departmental, and corporate goals.
• Serve as backup to customer service team members.
• Adhere to dsm-firmenich Quality System procedures and ISO 9001 and/or 13485 standards.

Benefits

• Continuous learning, experimentation, and career development opportunities.
• A collaborative, entrepreneurial environment with meaningful ownership and visibility.
• Opportunities to grow and move across businesses, teams, and borders.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level