Customer Experience Specialist

Planet Pharma; Woburn (MA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Planet Pharma is seeking a Customer Experience Specialist in the Woburn, MA area for a hybrid role blending onsite work with remote elements. The position focuses on delivering a seamless order-to-delivery experience, coordinating with sales, logistics partners, and internal teams to ensure accurate orders, timely shipments, and proactive communication.

Hours are M-F, 12:00 PM - 8:30 PM, with some office visits as needed.

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.
• Coordinate shipments with internal warehouse teams, third-party logistics providers, and freight carriers.
• Monitor order fulfillment and shipment status to ensure on-time delivery.

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.