Customer Experience Specialist

Planet Pharma; Massachusetts; Hybrid; USD 41,000 - 48,000; Full time

Job summary

Planet Pharma is seeking a Customer Experience Specialist to ensure a seamless order-to-delivery experience. The role acts as the liaison among customers, sales, logistics partners, and internal operations to ensure precise order processing and timely shipments.

Hybrid role requiring onsite presence in Woburn, MA with occasional remote work. Candidates should be within commuting distance and prepared to come to the office as needed; hours are Monday through Friday, 12:00 PM - 8:30 PM.

Qualifications

• 5+ years of experience in customer service, order management, logistics, or supply chain operations.
• Experience working with ERP systems (SAP, Oracle, NetSuite, or similar). Strong preference for SAP.
• Proficiency in Microsoft Office, particularly Excel.

Responsibilities

• Serve as the primary point of contact for customers regarding orders, delivery timelines, and product availability.
• Process and manage customer orders within ERP systems, ensuring accuracy and completeness.
• Provide timely responses to customer inquiries, including order status, shipping updates, and product information.
• Maintain accurate customer records and order documentation.
• Coordinate closely with the sales team to support customer needs and ensure alignment on order fulfillment.

Skills

Customer service

Order management

Logistics coordination

Excel

ERP systems

Tools

SAP

Oracle

NetSuite

Job description

Job Description
The Customer Experience Specialist plays a critical role in ensuring a seamless order-to-delivery experience for customers. This position serves as a key liaison between customers, sales, logistics partners, and internal operations teams to ensure accurate order processing, timely shipments, and proactive communication.
The role combines strong customer service skills, logistics coordination, and operational problem-solving to support efficient supply chain execution and maintain high levels of customer satisfaction.

NOTE: This role is a hybrid position that is a combination of an onsite requirement and a remote aspect. All candidates must be within commuting distance of the Woburn, MA office and have flexibility to come to the office as needed
Job hours; M-F, 12:00 PM - 8:30 PM

Key Responsibilities

Customer Service & Order Management

• Serve as the primary point of contact for customers regarding orders, delivery timelines, and product availability.
• Process and manage customer orders within ERP systems, ensuring accuracy and completeness.
• Provide timely responses to customer inquiries, including order status, shipping updates, and product information.
• Maintain accurate customer records and order documentation.
• Coordinate closely with the sales team to support customer needs and ensure alignment on order fulfillment.

Logistics & Shipment Coordination

• Coordinate shipments with internal warehouse teams, third-party logistics providers, and freight carriers.
• Monitor order fulfillment and shipment status to ensure on-time delivery.
• Track and resolve shipping issues, delays, or discrepancies in a timely manner.
• Prepare and review shipping documentation including packing lists, invoices, and export documentation where applicable.
• Support international shipments and ensure compliance with applicable import/export requirements.

Order-to-Delivery Process Support

• Monitor the end-to-end order lifecycle from order entry through delivery confirmation.
• Identify potential supply chain disruptions and proactively communicate updates to customers and internal stakeholders.
• Work cross-functionally with operations, planning, finance, and quality teams to resolve order issues.
• Assist with backlog management and delivery prioritization.

Continuous Improvement

• Identify opportunities to improve order processing, logistics coordination, and customer communication.
• Participate in process improvement initiatives such as Kaizen or operational workflow improvements.
• Support documentation of customer service and logistics processes.
• Contribute to performance tracking metrics such as on-time delivery, order accuracy, and customer satisfaction.

Qualifications

• 5+ years of experience in customer service, order management, logistics, or supply chain operations.
• Experience working with ERP systems (SAP, Oracle, NetSuite, or similar). Strong preference for SAP
• Strong understanding of order processing and logistics coordination.
• Experience working with freight carriers and logistics providers preferred.
• Proficiency in Microsoft Office, particularly Excel.

Pay Rate Range: $30-35/hr depending on experience