Customer Service Specialist - Newburyport, MA

Customer Service Specialist I - Newburyport, MA

Final date to receive applications: 30 September 2026

Department: Administration

Employment Type: Full Time

Location: Newburyport, MA

Reporting To: Customer Service Manager

Compensation: $21.49 - $25.92 / hour

Strem Chemicals, an Ascensus Company, is seeking a Customer Service Specialist I for our Newburyport, MA site. Serving as a critical front-line representative, this role often provides clients with their first direct interaction with the business. The Customer Service Specialist I is responsible for delivering a responsive, accurate, and customer-centric experience across order management, general inquiries, documentation requests, and issue resolution.
By building trusted relationships, leveraging systems and data effectively, and identifying opportunities to enhance workflows, this position directly drives customer satisfaction, retention, and operational excellence while upholding the legacy of the Strem brand.

Customer Experience & Account Management

• Serve as a customer-facing representative for Strem, an Ascensus Company, delivering a professional, responsive, and solutions-oriented experience across phone, email, and digital channels.
• Build and maintain strong customer relationships by anticipating needs, resolving issues, communicating clearly, and escalating concerns appropriately to protect customer satisfaction and retention.
• Respond promptly to customer requests for catalogs, literature, Safety Data Sheets (SDS), Certificates of Analysis (CoA), and related documentation.
• Provide reception and general facility support as needed, including answering calls, greeting visitors, routing messages, and connecting guests with appropriate personnel.

Order Management & Operational Execution

• Receive, review, process, and confirm customer orders and quotes accurately within the enterprise operating system.
• Handle pricing inquiries, availability, order status, discrepancies, documentation requests, shipping coordination, and required follow-up.
• Prepare and maintain accurate order processing records and correspondence in accordance with corporate standards and regulatory requirements.
• Collaborate cross-functionally with Sales, Operations, Quality, Shipping, and Finance to resolve inquiries, prevent shipping delays, and ensure a seamless end-to-end customer experience.

Systems Excellence & Continuous Improvement

• Act as the Customer Service Salesforce superuser, driving CRM adoption, maintaining data quality, supporting reporting needs, and identifying automation opportunities.
• Utilize Salesforce, Microsoft Office, and internal business systems to document customer interactions, track open items, and optimize service performance.
• Identify recurring customer issues, workflow gaps, and efficiencies; recommend and support continuous improvement initiatives to increase accuracy and operational quality.

Core Responsibilities & Compliance

• Remain personally accountable for following all Environmental Health and Safety (EHS) procedures to maintain a safe working environment for self and team members.
• Perform other related operational duties of similar complexity as assigned to support overall team effectiveness.

• Educational &
  
  Experience:
  
  High school Diploma or equivalent required. Entry‑level to 2 years of relevant experience in customer service, order management, or administrative support.
• Communication:
  Excellent verbal and written communication skills with a proven ability to interface professionally across phone, email, and digital channels.
• Technical Proficiency:
  Strong proficiency in Microsoft Office Suite (Outlook, Word, Excel) and a demonstrated ability to master enterprise business…