Customer Service Representative
Cambrex, Charles City, IA, United States
Cambrex is a leading global contract development and manufacturing organization (CDMO) that provides drug substance development and manufacturing across the entire drug lifecycle, as well as comprehensive analytical and IND enabling services. With over 40 years of experience and a team of 2,000 experts servicing global clients from North America and Europe, Cambrex offers a range of specialized drug substance technologies and capabilities, including continuous flow, controlled substances, liquid‑phase peptide synthesis, solid‑state science, material characterization, and highly potent APIs.
Company Information Cambrex offers a competitive benefits package that includes healthcare, life insurance, planning for retirement, and more. We are committed to attracting and nurturing a passionate team of professionals in a fast‑paced and growing company.
Job Overview The purpose of this role is to proactively support our customers and sales teams with product delivery. This customer‑facing position is accountable for order‑to‑cash (O2C) activity from order management and fulfillment to invoicing and supports all internal and external workflows within a highly regulated industry. The CSR must display extreme attention to detail and accuracy. Main functions include responsive customer communication, master data management, logistics/transportation, and regulatory compliance.
Responsibilities
Respond to internal and external customer emails/phone calls in a timely manner.
Follow set daily/weekly/monthly/quarterly/yearly standard work tasks.
Electronic document management and distribution.
Maintain awareness of billing points, payment terms, and cash‑flow cycle to prioritize deliverables.
Process customer orders, maintain real‑time order and forecast information, and track order fulfillment using SAP, Excel, and Smartsheets.
Confirm orders, monitor product availability, communicate customer needs internally, and update sales and customers appropriately.
Issue and track product repack and sample requests.
Setup/create billing documents, submit invoices to customers, and follow overdue invoices until resolution.
Triage customer complaints and elevate as needed, maintain complaint log, and coordinate product returns and/or credits.
Setup/maintain customer master data and special instructions.
Prepare and distribute shipping documents and required paperwork for domestic and international shipments – BOLs, packing lists, commercial invoices, Dangerous Good (DG) declarations, COAs, TSCA letters, etc.
Obtain shipping quotes, organize outbound freight or courier transportation, track delivery progress, investigate lost/missing material in transit, and initiate carrier complaints if transit issues.
Coordinate international sea and air shipments across multiple channels – forwarders, carriers, brokers, etc.
Process site Shipping Order Requests for raw material, equipment, sample, document, return‑to‑vendor shipments and maintain site shipping order log.
Understand incoterms and various modes of transportation.
Generate routine reports, including audit requests.
Learn government agency regulations in all pertinent areas – cGMP, DOT, IATA, FDA, DEA, EPA, etc.
Focus on KPIs: first‑time‑right (FTR) and on‑time‑in‑full (OTIF) to ensure process efficiency and customer satisfaction.
Liaise with other departments and vendors to ensure timely shipments and invoicing.
Seek assistance or guidance from next‑level team members when necessary.
Perform other duties as dictated by business need.
All employees are required to adhere to EPA, DEA, FDA, and cGMP regulations as they relate to the operation of the Company and to comply with all company safety rules and procedures.
Qualifications / Skills
Advanced office skills; proficiency in Windows‑based environment, including Word, Excel, Outlook, and database programs.
CRM or ERP (specifically, SAP) experience is beneficial.
Professional communication skills, including active listening.
Self‑motivation, positive attitude, and teamwork.
Strong organization skills and ability to prioritize effectively.
Demonstrates judgment, tact and diplomacy in dealing with internal and external customers.
Continuous‑improvement mindset.
Education, Experience & Licensing Requirements
High school diploma or equivalent; college or technical training preferred.
Three or more years of office experience, preferably in Customer Service, Business, Supply Chain, or a related area.
Cambrex is committed to providing a safe and productive work environment. All offers of employment are contingent on the successful completion of a comprehensive pre‑employment screen. The pre‑employment screen may consist of a drug test, criminal record check, identity verification, reference checks, education and employment verification, and may vary based on federal, state, and local laws. Refusal to submit to testing will result in disqualification of further employment consideration.
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Cambrex Corporation is an Equal Opportunity / Affimative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), ancestry, national origin, place of birth, age, marital status, disability/handicap, genetic information, veteran status, or other characteristics protected by federal, state, and/or local law.
#J-18808-Ljbffr
Company Information Cambrex offers a competitive benefits package that includes healthcare, life insurance, planning for retirement, and more. We are committed to attracting and nurturing a passionate team of professionals in a fast‑paced and growing company.
Job Overview The purpose of this role is to proactively support our customers and sales teams with product delivery. This customer‑facing position is accountable for order‑to‑cash (O2C) activity from order management and fulfillment to invoicing and supports all internal and external workflows within a highly regulated industry. The CSR must display extreme attention to detail and accuracy. Main functions include responsive customer communication, master data management, logistics/transportation, and regulatory compliance.
Responsibilities
Respond to internal and external customer emails/phone calls in a timely manner.
Follow set daily/weekly/monthly/quarterly/yearly standard work tasks.
Electronic document management and distribution.
Maintain awareness of billing points, payment terms, and cash‑flow cycle to prioritize deliverables.
Process customer orders, maintain real‑time order and forecast information, and track order fulfillment using SAP, Excel, and Smartsheets.
Confirm orders, monitor product availability, communicate customer needs internally, and update sales and customers appropriately.
Issue and track product repack and sample requests.
Setup/create billing documents, submit invoices to customers, and follow overdue invoices until resolution.
Triage customer complaints and elevate as needed, maintain complaint log, and coordinate product returns and/or credits.
Setup/maintain customer master data and special instructions.
Prepare and distribute shipping documents and required paperwork for domestic and international shipments – BOLs, packing lists, commercial invoices, Dangerous Good (DG) declarations, COAs, TSCA letters, etc.
Obtain shipping quotes, organize outbound freight or courier transportation, track delivery progress, investigate lost/missing material in transit, and initiate carrier complaints if transit issues.
Coordinate international sea and air shipments across multiple channels – forwarders, carriers, brokers, etc.
Process site Shipping Order Requests for raw material, equipment, sample, document, return‑to‑vendor shipments and maintain site shipping order log.
Understand incoterms and various modes of transportation.
Generate routine reports, including audit requests.
Learn government agency regulations in all pertinent areas – cGMP, DOT, IATA, FDA, DEA, EPA, etc.
Focus on KPIs: first‑time‑right (FTR) and on‑time‑in‑full (OTIF) to ensure process efficiency and customer satisfaction.
Liaise with other departments and vendors to ensure timely shipments and invoicing.
Seek assistance or guidance from next‑level team members when necessary.
Perform other duties as dictated by business need.
All employees are required to adhere to EPA, DEA, FDA, and cGMP regulations as they relate to the operation of the Company and to comply with all company safety rules and procedures.
Qualifications / Skills
Advanced office skills; proficiency in Windows‑based environment, including Word, Excel, Outlook, and database programs.
CRM or ERP (specifically, SAP) experience is beneficial.
Professional communication skills, including active listening.
Self‑motivation, positive attitude, and teamwork.
Strong organization skills and ability to prioritize effectively.
Demonstrates judgment, tact and diplomacy in dealing with internal and external customers.
Continuous‑improvement mindset.
Education, Experience & Licensing Requirements
High school diploma or equivalent; college or technical training preferred.
Three or more years of office experience, preferably in Customer Service, Business, Supply Chain, or a related area.
Cambrex is committed to providing a safe and productive work environment. All offers of employment are contingent on the successful completion of a comprehensive pre‑employment screen. The pre‑employment screen may consist of a drug test, criminal record check, identity verification, reference checks, education and employment verification, and may vary based on federal, state, and local laws. Refusal to submit to testing will result in disqualification of further employment consideration.
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Cambrex Corporation is an Equal Opportunity / Affimative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), ancestry, national origin, place of birth, age, marital status, disability/handicap, genetic information, veteran status, or other characteristics protected by federal, state, and/or local law.
#J-18808-Ljbffr