Customer Service Specialist

Overview

Time: 9:00AM to 5:00 PM US EST Monday to Friday

Job Type: Full-time

Chem Scene is a leading provider of pharmaceutical R&D solutions, driven by our core belief that "R&D strength creates high quality." We deliver premium products and expert services to chemical and pharmaceutical researchers worldwide. Our comprehensive portfolio includes building blocks, catalysts, ligands, and specialized materials for life sciences and material sciences applications. We offer flexible quantities from milligrams to kilograms, with both standard and custom solutions available.

We are seeking a Customer Support Specialist to join our dynamic team. The ideal candidate will be responsible for managing customer inquiries, processing requests, handling product-related documentation, and ensuring smooth communication between internal teams and customers. This role requires excellent organizational skills, attention to detail, and the ability to handle multiple tasks efficiently.

• Email Management & Categorization:
  Organize and prioritize incoming emails for effective response and resolution. Address unresolved issues within the domestic team and follow up on pending matters.
• Order & Product Support:
  Manage requests for product cancellations and delivery time confirmations. Handle order modifications as requested by the Sales team.
• Customer Documentation & Compliance:
  Send Safety Data Sheets (SDS) or Certificates of Analysis (COA) to customers upon request. Process emails related to supplier registration and payment matters.
• Returns & Refunds Processing:
  Manage customer requests for product returns and refunds. Prepare and issue credit memos and pro forma invoices (PI).
• Customer Inquiry & Issue Resolution:
  Address customer inquiries or complaints regarding product issues. Assist customers with invoice-related matters and guide them on uploading invoices to external platforms. Respond to customer questions about hazardous material shipping costs and logistics.
• Logistics & Shipping Support:
  Handle customer confirmations related to shipping and logistics inquiries. Process shipping documents for international and domestic shipments. Coordinate with internal teams to ensure timely order fulfillment and resolve shipping-related issues.

• Experience:
  
  Prior experience in customer service, logistics, or order management is preferred.
• Attention to Detail:
  Ability to manage multiple tasks with accuracy.
• Problem-Solving:
  Strong analytical and problem-solving skills.
• Technical
  
  Skills:
  
  Proficiency in email management, order processing, and basic invoicing systems.
• Team
  
  Collaboration:
  
  Ability to work closely with sales, shipping, and logistics teams.