Advanced Life Sciences Customer Support Specialist

BD; San Antonio (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Waters is seeking a Customer Service Representative III in the USA, TX - San Antonio, to deliver advanced support for our scientific products and services. You will manage end-to-end orders, oversee allocations, and maintain strong customer relationships in a fast-paced, regulated environment.

The role requires 3–5 years in customer service within life sciences, familiarity with ERP/Salesforce, and a focus on accuracy, compliance, and timely communication.

Qualifications

• Minimum of 3-5 years of experience in a customer service role, preferably within the life sciences, biotechnology, or a related scientific industry.
• High School diploma or GED. Relevant experience strongly preferred.
• Proven ability to handle complex customer inquiries and resolve issues independently.
• Excellent verbal and written communication skills with the ability to explain technical information clearly and concisely.
• Knowledge of CRM software (e.g., Salesforce) and ERP systems (e.g., SAP ECC, S/4HANA preferred).
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Demonstrated empathy and a strong commitment to customer satisfaction.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required.

Responsibilities

• Create, manage, and maintain ERP system requests to support end-to-end order fulfillment, encompassing customer service, manual allocation, electronic order error correction, order creation, and order inquiry execution.
• Receive, review, and input customer orders submitted through all approved contact methods, ensuring accuracy, completeness, and compliance with established requirements.
• Validate customer orders prior to order creation, confirming or correcting details to prevent downstream errors.
• Manage short supply situations, backorders, and manual allocations, partnering with Supply Chain to optimize service levels and on time delivery.
• Input and manage orders for exception or specialty products requiring additional controls or special handling, including credits, rebills, and returns, in accordance with company policies and procedures.
• Collaborate closely with Supply Chain and Commercial Operations (COM) partners to support on-time delivery, promotional activity, and product launches.
• Deliver professional, courteous, and solution-oriented customer interactions across all contact channels; compose timely and accurate written and verbal responses, document all contacts in designated systems, and consistently meet or exceed order accuracy, turnaround time, and productivity standards in compliance with company and regulatory requirements.
• Resolve product and service complaints in accordance with company guidelines and FDA, ISO, cMDR, and HIPAA regulations, escalating potentially serious incidents, compliance concerns, and customer complaints to management in a timely manner.
• Participate actively in team meetings, departmental projects, and continuous improvement efforts.

Skills

Communication skills

Problem solving

Team collaboration

Attention to detail

Empathy

Education

High School diploma or GED

Tools

Salesforce

SAP ECC

S/4HANA

Job description

Waters is seeking a Customer Service Representative III in the USA, TX - San Antonio, to deliver advanced support for our scientific products and services. You will manage end-to-end orders, oversee allocations, and maintain strong customer relationships in a fast-paced, regulated environment.

The role requires 3–5 years in customer service within life sciences, familiarity with ERP/Salesforce, and a focus on accuracy, compliance, and timely communication.