Cambrex
Customer Service Representative

US-IA-Charles City

Job ID: 2026-4717
Type: Regular Full-Time
# of Openings: 1
Category: Customer Service/Support
Cambrex - Charles City

Overview

The purpose of this role is to proactively support our customers and sales teams with product delivery. This position is customer facing and 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. This position requires a process-driven mindset with a positive customer experience focus.

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 mangement management/distribution/filing

· Maintain awareness of billing points, payment terms, and cash flow cycle to assist in prioritizing 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 escalate 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, 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

· Understanding of incoterms and various modes of transportation

· Routine reports as requested, including audit requests

· Ability to learn government agency regulations in all pertinent areas – cGMP, DOT, IATA, FDA, DEA, EPA, etc.

· Key Performance Indicators (KPIs): Focus on first time right (FTR) and on-time in-full (OTIF) to ensure process efficiency, continuous improvement, and customer satisfaction

· Liaise with several other departments and vendors to ensure timely shipments and invoicing

· Seek assistance/guidance from next-level team members when necessary

· 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 adhere to all company safety rules and procedures. All employees are expected to report to work

regularly and promptly. Other duties relating to departmental mission, not specifically detailed in this section, may be assigned.

Qualifications / Skills

· Advanced office skills required

· Proficient in Windows-based environment, including Word, Excel, Outlooks, and database programs

· CRM or ERP (specifically, SAP) experience would be beneficial

· Professional communication skills, including active listening

· Possess self-motivation, a positive attitude, and perform as a team player

· Organization skills and the ability to prioritize effectively

· Demonstrate judgment, tact and diplomacy in dealing with internal and external customers

· Continuous improvement mindset

Qualifications

· 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 related area