SPECIALIST, CLIENT SERVICE

OVERVIEW

RESPONSIBILITIES

Essential Duties & Responsibilities

• Meticulous with details for administrative type functions:

• Item set-up in Inventory Management System, Order Entry, cancelling/updating orders

• Reporting - using excel or in-house systems

• Uses Excel daily for tracking data, reporting, etc,

• Coordinate projects and client requests from initiation through completion.

• Serve as the primary liaison between warehouse operations, account management, and internal departments.

• Create and maintain detailed work instructions, process documentation, and business guidelines.

• Monitor order fulfillment, inventory movements, shipping activities, and project milestones.

• Track project timelines and proactively identify risks, delays, or potential service issues.

• Escalate operational concerns and facilitate resolution with the appropriate teams.

• Participate in status calls and project reviews as assigned.

• Review estimates, budgets, and project scope changes to ensure accurate execution and billing.

• Generate and review reporting.

• Coordinate inventory returns and material disposition requests with warehouse personnel.

• Provide project status updates, reports, and performance metrics to Account Management.

• Support process improvement initiatives and recommend operational efficiencies.

• Maintain compliance with company policies, client requirements, HIPAA, GMP, GDP, and security standards.

• Deliver exceptional customer service and maintain professional communication with all stakeholders.

Knowledge, Skills & Abilities

• Excellent written and verbal English communication skills.
• Strong organizational and time-management skills.
• Ability to work independently in a remote environment.
• Experience coordinating cross-functional teams across multiple time zones.
• Strong attention to detail and analytical abilities.
• Project management and workflow coordination experience.
• Ability to prioritize multiple projects simultaneously.
• Advanced Microsoft Office skills, particularly Excel, Teams, Powerpoint, and Outlook.
• Experience working with warehouse management systems (WMS), order management systems, or inventory platforms preferred.
• Strong customer service orientation and professional demeanor.
• Ability to identify operational risks and escalate issues appropriately.

QUALIFICATIONS

Education & Experience

• Bachelors Degree in Business, Marketing, Supply Chain, Logistics, or related field preferred.
• 2-4 years of experience in customer service, project coordination, fulfillment operations, logistics, supply chain, or account management is preferred.
• Experience supporting U.S.-based operations remotely preferred.
• Experience working with warehouse, fulfillment, printing, mailing, or eCommerce environments is a plus.

Additional Requirements

• Reliable high-speed internet connection.
• Dedicated home office environment.
• Ability to work during U.S. Eastern Time business hours or a designated overlap schedule.
• Ability to participate in video meetings and maintain regular communication with U.S.-based teams

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