Customer Support Specialist

Company Information You Matter to Cambrex. Cambrex is a leading global contract development and manufacturing organization (CDMO) that provides drug substance development and manufacturing across the entire drug lifecycle, as well as comprehensive analytical and IND enabling services. With over 40 years of experience and a team of 2,000 experts servicing global clients from North America and Europe, Cambrex offers a range of specialized drug substance technologies and capabilities, including continuous flow, controlled substances, liquid-phase peptide synthesis, solid-state science, material characterization, and highly potent APIs. Your Work Matters. At Cambrex, we strive to build a culture where all colleagues have the opportunity to: engage in work that matters to our customers and the patients they serve learn new skills and enjoy new experiences in an engaging and safe environment strengthen connections with coworkers and the community We’re committed to attracting and nurturing a passionate team of valued professionals in our fast-paced and growing company. We offer a competitive benefits package that includes healthcare, life insurance, planning for retirement, and more! Your Future Matters. Known for our customer-focused scientific and manufacturing excellence, as well as our strong commitment to quality and safety, we offer a range of career and growth opportunities across our global network of locations. Together with our customers, we aim to improve the quality of life for patients around the world. Start a career where You Matter by applying today! Job 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 management/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 Coordinate inbound pickup and/or delivery requests 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/Skills Advanced office skills required; proficient in Windows-based environment, including Word, Excel, Outlooks, and database programs Skilled with CRM or ERP (specifically, SAP) systems and practices Professional communication skills, including active listening Possess self-motivation, a positive attitude, and perform as a team player Organization skills and the ability to prioritize effectively Demonstrate judgment, tact, and diplomacy in dealing with internal and external customers Continuous improvement mindset Education, Experience & Licensing Requirements 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 Cambrex is committed to providing a safe and productive work environment. All offers of employment are contingent on the successful completion of a comprehensive pre-employment screen. The pre-employment screen may consist of several components including but not limited to a drug test, criminal record check, identity verification, reference checks, education and employment verification, and may vary based on federal, state, and local laws. Refusal to submit to testing will result in disqualification of further employment consideration. All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Cambrex Corporation is an Equal Opportunity / Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), ancestry, national origin, place of birth, age, marital status, disability/handicap, genetic information, veteran status, or other characteristics protected by federal, state, and/or local law.

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