Customer Service Specialist
Novonesis, New Berlin, WI, United States
Customer Service Representative
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.
The Role & Your Impact
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.
Key responsibilities include:
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 timeframes
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
What You'll Need to Be Successful
Must-haves:
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)
Additional Skills & Interests We Value:
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
What We Offer
At Novonesis, you will join a purpose-driven company with a strong focus on collaboration and customer impact. We offer:
A supportive and team-oriented work environment
Opportunities to develop customer service, logistics, and system skills
A culture that values accountability, quality, and continuous improvement
Ways of Working / Working Conditions
This role is based in an office environment with generally favorable working conditions. The position involves:
Primarily sedentary work with standing or walking up to approximately 10% of the workday
Standard office lighting, temperature, and noise levels
Rotational on-call work as required to support customer needs
Compensation & Benefits
Expected salary: $23/hr
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
Our purpose guides the way
In Novonesis, we know that solutions rooted in biology can help solve humanity's biggest challenges. Since we began more than a century ago, this has been our guide. It's how we've gotten so far. And it's how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless. If our purpose resonates with you, we encourage you to apply.
Opportunities for everyone
We are committed to an inclusive recruitment process and equal opportunity for all applicants. Therefore we ask you to apply without a cover letter or photo and instead include a few sentences in your CV explaining your motivation for applying.
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.
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.
The Role & Your Impact
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.
Key responsibilities include:
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 timeframes
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
What You'll Need to Be Successful
Must-haves:
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)
Additional Skills & Interests We Value:
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
What We Offer
At Novonesis, you will join a purpose-driven company with a strong focus on collaboration and customer impact. We offer:
A supportive and team-oriented work environment
Opportunities to develop customer service, logistics, and system skills
A culture that values accountability, quality, and continuous improvement
Ways of Working / Working Conditions
This role is based in an office environment with generally favorable working conditions. The position involves:
Primarily sedentary work with standing or walking up to approximately 10% of the workday
Standard office lighting, temperature, and noise levels
Rotational on-call work as required to support customer needs
Compensation & Benefits
Expected salary: $23/hr
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
Our purpose guides the way
In Novonesis, we know that solutions rooted in biology can help solve humanity's biggest challenges. Since we began more than a century ago, this has been our guide. It's how we've gotten so far. And it's how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless. If our purpose resonates with you, we encourage you to apply.
Opportunities for everyone
We are committed to an inclusive recruitment process and equal opportunity for all applicants. Therefore we ask you to apply without a cover letter or photo and instead include a few sentences in your CV explaining your motivation for applying.
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.