Customer Support Representative

Aston Carter•Town of Orangetown, NY

2d•$22 - $29•Hybrid

About The Position

The Customer Service & Order Management Specialist delivers exceptional service to customers and internal stakeholders while managing customer accounts and order fulfillment activities. This role serves as the primary point of contact for customer inquiries, order processing, issue resolution, and cross-functional coordination to ensure a positive customer experience from order entry through delivery.

Requirements

Proven customer service experience in a manufacturing or pharmaceutical environment, including logistics support on orders (3+ years required).
Strong proficiency with Microsoft Excel for data entry, tracking, and reporting.
Experience with logistics and freight coordination in support of order fulfillment and delivery.
Demonstrated ability in customer support, including handling inquiries, troubleshooting issues, and achieving call resolution.
Accurate and efficient data entry skills with strong attention to detail.
Ability to manage multiple customer accounts and orders simultaneously while maintaining high service standards.
Effective verbal and written communication skills for interacting with customers and internal teams.
High School diploma or equivalent education.

Nice To Haves

Experience in manufacturing or pharmaceutical customer service environments.
Familiarity with electronic order processing and system integrations.
Ability to collaborate effectively with cross-functional teams such as Sales, Operations, Supply Chain, Finance, Distribution, and IT.
Strong problem-solving skills with a solutions-oriented mindset.
Willingness to participate in ongoing training and professional development.
Motivation to take on additional responsibilities over time and grow into expanded roles.

Responsibilities

Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
Process customer orders accurately and update changes within internal systems to ensure precise order entry and maintenance.
Provide timely responses regarding order status, shipment tracking, product availability, and general account inquiries.
Build and maintain strong customer relationships through professional, responsive, and solutions-oriented communication.
Manage account-specific requirements and ensure adherence to customer service standards and established procedures.
Investigate and resolve customer concerns, escalating issues to appropriate internal teams when necessary.
Process returns, exchanges, credits, and other customer account adjustments in accordance with company policies.
Provide customers with requested documentation, product information, and supporting materials to facilitate informed decisions.
Collaborate with sales and pricing teams to address pricing discrepancies and account-related issues.
Coordinate expedited orders and special customer requests to meet critical timelines and unique customer needs.
Maintain accurate records of customer interactions and transactions within company systems for tracking and reporting purposes.
Partner with internal departments including Sales, Operations, Supply Chain, Finance, Distribution, and IT to support customer needs.
Monitor open orders and proactively identify potential fulfillment or delivery challenges.
Communicate order delays, inventory concerns, or service issues to customers and internal stakeholders in a clear and timely manner.
Coordinate with transportation providers, vendors, and logistics partners to resolve shipping and delivery issues.
Assist in resolving billing, credit, and account-related matters through collaboration with internal teams.
Support electronic order processing, system integrations, and process-related inquiries as needed.
Participate in training programs and development opportunities to enhance product knowledge, systems expertise, and customer service skills.
Contribute ideas and feedback to improve customer experience, operational efficiency, and business processes.
Stay informed on company policies, procedures, products, and service offerings.
Perform other duties, special projects, and responsibilities as assigned.