Customer Service Representative

About the role

The Customer Service Representative (CSR) serves as the primary commercial and operational liaison between customers and internal teams in a medical, contract manufacturing environment. This role is responsible for managing customer accounts, coordinating order fulfillment, and ensuring exceptional service while contributing to value creation for customers and the organization.

Responsibilities

• Serve as the primary point of contact for customers, ensuring accurate, timely communication of purchase orders, forecasts, shipping requirements, and organizational capabilities.
• Manage customer interactions from order receipt through delivery, including processing contracts, change requests, RFQs, cancellations, and pricing updates with precision and compliance.
• Cross-functionally coordinate with Planning, Manufacturing, Quality, Regulatory, Engineering, Supply Chain, Sales, and S&OP to ensure on-time, compliant delivery and aligned forecasts.
• Maintain thorough and accurate documentation in compliance with FDA, ISO 13485, change control, traceability, and customer-specific quality requirements.
• Support account reviews and customer visits.
• Contribute to continuous improvement initiatives, KPI tracking (OTD, order accuracy, responsiveness), and scalable best practices to strengthen long-term customer partnerships.

Requirements

• Two (2) years or more customer service experience, within a manufacturing or regulated industry environment.
• Experience using SAP.
• Working knowledge of regulated manufacturing environments (e.g., medical device quality systems) preferred.
• Experience working with OEM manufacturing, with the ability to accurately manage orders, forecasts, documentation, and cross-functional coordination within a production environment.

Qualifications

• Associate degree in a business-related field, or equivalent combination of education and relevant customer service or manufacturing experience.

Skills

• Strong understanding of FDA/ISO-regulated manufacturing requirements, quality systems, and supply chain dynamics.
• Principled decision-making and continuous improvement.
• Exceptional service and customer relationship management skills.
• Proactive problem-solving and risk management.
• Effective communication and negotiation skills.
• Ability to manage multiple tasks and prioritize effectively.

Benefits

Details will be provided in the offer letter.

Pay

Details will be provided in the offer letter.

Schedule

Details will be provided in the offer letter.