Customer Service Specialist

Interested in a career that matters?

At Novonesis, we partner closely with customers to deliver biological solutions that make a real difference. As part of our Customer Service team, you will play a key role in ensuring smooth order processing and timely deliveries while acting as a trusted liaison between customers and internal teams.

You will work in a collaborative, customer focused environment where accuracy, responsiveness, and professionalism directly contribute to customer satisfaction and business success.

This role is primarily operational and focuses on managing customer orders and related documentation to ensure on‑time, accurate deliveries. You will support both domestic and international customers and collaborate closely with Supply, Sales, Shipping, and Warehouse teams.

• Processing domestic and international customer orders in SAP, ensuring accuracy in pricing, availability, and delivery requirements
• Coordinating with Supply, Sales, and Shipping to resolve product availability or delivery issues
• Creating deliveries and supporting warehouse and shipping teams within agreed time frames
• Supporting customer service requests and complaints, including documentation, SAP case creation, and return shipments
• Providing high‑quality customer support via phone and email, troubleshooting issues and proposing solutions
• Running daily reports and applying double‑check processes to ensure on‑time delivery and order accuracy
• Maintaining accurate customer master data in SAP
• Supporting department goals, KPIs, and continuous improvement initiatives

• High School Diploma or GED
• Minimum 1 year of customer service experience
• Professional written and verbal communication skills in English
• Ability to work independently and as part of a team with strong accountability and sense of urgency
• Ability to multitask and work with multiple systems and dual monitors
• Working knowledge of Microsoft Office and SAP (or similar ERP systems)
• Basic understanding of logistics and manufacturing processes
• Ability to perform calculations and conversions (e.g., pricing, units, quantities)

• Experience supporting international customers or export documentation
• Prior experience working with logistics providers, freight forwarders, or shipping documentation
• Experience handling customer complaints or returns processes
• Interest in continuous improvement and preventative customer service practices

Benefits you will enjoy:

• 401(k) with up to a 9% company contribution
• Minimum of 3 weeks' vacation, plus 12 holidays and 2 weeks of wellness time
• Health, Dental, Vision & Life insurance
• Healthcare savings account option with generous employer contribution
• Employee Assistance Program
• Parental leave
• Tuition reimbursement
• All benefits begin on your first day

We are committed to an inclusive recruitment process and equal opportunity for all applicants.

We make all employment decisions based on business needs and welcome candidates with a wide range of backgrounds, including ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.