CUSTOMER EXPERIENCE SPECIALIST

Planet Pharma; Woburn (MA); Hybrid; USD 41,000 - 48,000; Full time

Job summary

Planet Group of Companies is seeking a Customer Experience Specialist in Woburn, MA to ensure a seamless order-to-delivery experience. You will act as the liaison between customers, sales, logistics, and operations to ensure accurate orders and timely shipments.

The role blends strong customer service with logistics coordination and problem-solving to support efficient supply chain execution and high customer satisfaction, with a hybrid onsite/remote work arrangement.

Qualifications

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

Responsibilities

• Serve as the primary contact for orders, delivery timelines, and product availability.
• Process orders in ERP systems with accuracy and completeness.
• Coordinate shipments with warehouses and freight carriers.
• Monitor order status and resolve shipping issues promptly.
• Support end-to-end order-to-delivery lifecycle and backlog management.
• Identify opportunities to improve order processing and communication.

Skills

Customer service

Order management

Logistics coordination

Supply chain operations

Excel

Tools

SAP

Oracle

NetSuite

Job description

Customer Experience Specialist

Location: Woburn, Massachusetts

Category: Medical Affairs

Salary: Apply for details

Country: United States

Employment: Contract

Worksite: On-Site

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

Equal Opportunity Employer

We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.