Customer Service Representative II

Job Details

Location:

Ajax — City of Industry, CA 91748

Position Type:
Full Time

Education Level: High School/GED (College Degree preferred)

Salary Range: $25.00 – $28.00 hourly, based on candidate professional experience level

Shift: 1st Shift

On‑site position

As a Customer Service Representative at Best Formulations, you will manage and communicate requirements for repeat orders by collaborating with cross‑functional teams such as Sales, Purchasing, Planning, Operations, Quality, Project Management, Finance, and Logistics.

• Create strong professional relationships with customers, project management, and sales representatives.
• Proactively respond to customers and internal stakeholders to resolve questions and issues and communicate delays or risks with 24 hours of receiving knowledge.
• Receive and coordinate the investigation and communication of outcome for customer complaints.
• Validate customer data at the time of order for pricing, terms, exceptions, and any special shipping requirements. Maintain pricing master for core customer repeat SKUs to quickly process orders.
• Process customer order in the order entry system and distribute order data to internal departments as appropriate with 24 hours of receipt.
• Gather and distribute customer specifications and requirements to create and complete New Item Forms and Revised Item Forms to affected departments.
• Deliver order confirmations, certificates of analysis, and any other data related to managing the customer order execution and shipment.
• Manage open order status, inventory, and other related reports with customers and sales.
• Familiarize oneself and manage data within Best Formulations system applications including CRM, , Portal, Production schedules, Process Pro, PI, ICRM, etc.
• Confirm and follow up on pending customer‑supplied materials required for production execution.
• Track and maintain key departmental metrics related to project performance by using established tools, tracking measures, and methodology.
• Track and disposition customer‑provided raw materials, remaining materials, and finished goods to ensure inventory arrives in time to support production and is shipped out when production is complete.
• Ensure all charges to customer for finished goods, excess materials, expedite fees, testing, and other fees have been appropriately billed to customer upon completion of first lot to stock.
• Follow key established department SOPs, cGMP regulations, and batch record instructions.
• Comply with all Company policies and procedures, including safety rules and regulations.
• Maintain a safe work environment and operate in a safe manner.
• Perform other job duties related to the job, as assigned by management.

• High School Diploma or equivalent GED Certificate (College Degree preferred).
• 3–5 years of customer service experience, preferably within contract manufacturing or a regulated environment.
• Strong order management experience, including sales order entry, order changes, pricing accuracy, and coordination of production schedules and shipment timelines.
• Working knowledge of ERP systems (such as SAP, Oracle, Net Suite, or similar) and proficiency with Microsoft Excel and Outlook.
• Ability to interface cross‑functionally with Sales, Planning, Production, Quality, and Logistics to ensure customer requirements are met and issues are resolved efficiently.
• Understanding of regulated manufacturing concepts, including change control, quality documentation, and GMP/ISO environments, with the ability to communicate requirements clearly to customers.
• Excellent written and verbal communication skills, with the ability to manage multiple customer accounts, prioritize requests, and handle escalations professionally.
• High attention to detail and problem‑solving skills, with a proactive approach to identifying risks related to delivery, quality, or customer satisfaction.

• May involve exposure to allergens such as Soy, Wheat, Fish, Shellfish, Milk, Egg, Tree Nuts and Sesame.

• 401(k) with company match
• Medical/Dental/Vision/Pet Insurance
• Health & Wellness programs
• Generous time off for vacations
• Holidays and vacation leave
• Life Insurance