Customer Support Specialist
- Military veterans preferred
2025-10-07 Cambrex
Other
/yr
employee
contract
Charles City Iowa 50616 United States
Cambrex
Customer Support Specialist
US-IA-Charles City
Job ID: 2025-4504 Type: Regular Full-Time # of Openings: 1 Category: Customer Service/Support Cambrex - Charles City
Overview
The purpose of this role is to fully support our customers and sales teams with delivery of service or product. This position is customer facing and accountable for order-to-cash (O2C) activity from customer order management and fulfillment to invoicing and payment collection and supports all internal and external workflows within a highly regulated industry.
The CSS must display extreme attention to detail and accuracy and is resourceful and has proven proficiency in customer communication, master data management, logistics/transportation, regulatory compliance, as well as displays technical aptitude with available systems and software. This position requires a process driven mindset with a process-improvement attitude.
Responsibilities
Respond to internal and external customer emails/phone calls in a timely manner
Follow set daily/weekly/monthly/quarterly/yearly standard work tasks
Electronic document mangement/distribution/filing
Maintain awareness of billing points, payment terms, and cash flow cycle to assist in prioritizing deliverables
Process customer orders, maintain real-time order and forecast information, and track order fulfillment using SAP, Excel, and Smartsheets
Confirm orders, monitor product availability, communicate customer needs internally, and update sales and customers appropriately
Issue and track product repack and sample requests
Setup/create billing documents, submit invoices to customers, and follow overdue invoices until resolution
Triage customer complaints, enter in TrackWise and escalate as needed, maintain complaint log, and coordinate product returns and/or credits
Ability to effectively troubleshoot and solve second level issues
Setup/maintain customer master data and special instructions
Prepare and distribute shipping documents and required paperwork for domestic and international shipments – BOLs, packing lists, commercial invoices, Dangerous Good (DG) Declarations, COAs, TSCA letters, etc.
Obtain shipping quotes, organize outbound freight or courier transportation, track delivery progress, investigate lost/missing material in transit, initiate carrier complaints if transit issues
Coordinate international sea and air shipments across multiple channels – forwarders, carriers, brokers, etc.
Process site Shipping Order Requests for raw material, equipment, sample, document, return to vendor shipments and maintain site shipping order log
Working knowledge of incoterms and various modes of transportation
Routine reports as requested, including audit requests
Appropriate understanding of regulations in all pertinent areas – cGMP, DOT, IATA, FDA, DEA, EPA, etc.
Key Performance Indicators (KPIs): Focus on first time right (FTR) and on-time in-full (OTIF) to ensure process efficiency, continuous improvement, and customer satisfaction
Create/maintain department procedures
Assist with Customer Service Representative (CSR) training, provide expertise, guidance, and support to team members where appropriate
Liaise with several other departments and vendors to ensure timely shipments and invoicing
Solve or call out systems issues as they arise
Seek assistance/guidance from next-level team members when necessary
Other duties as dictated by business need
Qualifications
High school diploma or equivalent; college or technical training preferred
Three or more years of office experience, preferably in Customer Service, Business, Supply Chain, or related area
Equal employment opportunity, including veterans and individuals with disabilities.
