About the role:

As a Customer Service Specialist, you are more than an order processor; you are a vital link in our global mission. By managing the end-to-end commercial lifecycle, you ensure our groundbreaking technologies reach customers and distributors worldwide with precision and speed. Your work directly impacts our ability to support life-changing research by providing a seamless, high-performance experience for the scientific community.

This role is remote, 100% work from home

What you will be doing:

Order Management

Process inbound purchase orders (direct and distributor) in ERP (Oracle) and CRM (Salesforce)
Validate PO accuracy against pricing, terms, and product configuration, and process orders within defined SLA
Manage order modifications, cancellations, and backlog or backorder communication
Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability

Returns & Logistics

Initiate and track RMA (Return Merchandise Authorization) requests through resolution
Coordinate with 3PLs and logistics partners on shipment exceptions and delivery escalations
Keep customers and sales informed through the process

Customer & Data Governance

Enter and maintain customer master data (ship-to, bill-to, contact records) with accuracy
Support new customer onboarding and account setup in collaboration with Sales, Finance, and Legal

Cross-Functional Coordination

Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations
Liaise with Finance on credit holds, billing issues, and payment term questions
Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life

Minimum Requirements:

Previous experience of order management and customer service
Knowledge of ERP and CRM business systems (such as Oracle or Salesforce)
Very detail oriented
Good interpersonal skills
Ability to work independently whilst collaborating with others

Customer Service Specialist

About the role