Customer Experience Specialist I - CRM & Orders

Ascensus Specialties; Newburyport (MA); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401k with company match

Paid time off

Job summary

Strem Chemicals, an Ascensus Company, seeks a Customer Service Specialist I for its Newburyport, MA site. You will be the front-line representative handling orders, inquiries, documentation requests, and issue resolution to ensure a responsive, accurate, and customer-centric experience across channels.

This entry-level role supports Sales, Operations, Quality, Shipping, and Finance, uses Salesforce and Microsoft Office daily, and requires a high school diploma with 0–2 years’ experience.

Qualifications

• Educational & Experience: Highschool Diploma or equivalent required.
• Entry-level to 2 years of relevant experience in customer service, order management, or administrative support.
• Excellent verbal and written communication skills across phone, email, and digital channels.
• Strong proficiency in Microsoft Office Suite and enterprise business systems.

Responsibilities

• Serve as a customer-facing representative for Strem, an Ascensus Company, delivering a professional, responsive, and solutions-oriented experience across phone, email, and digital channels.
• Build and maintain strong customer relationships by anticipating needs, resolving issues, communicating clearly, and escalating concerns appropriately to protect customer satisfaction and retention.
• Respond promptly to customer requests for catalogs, literature, Safety Data Sheets (SDS), Certificates of Analysis (CoA), and related documentation.
• Provide reception and general facility support as needed, including answering calls, greeting visitors, routing messages, and connecting guests with appropriate personnel.
• Receive, review, process, and confirm customer orders and quotes accurately within the enterprise operating system.
• Handle pricing inquiries, availability, order status, discrepancies, documentation requests, shipping coordination, and required follow-up.
• Prepare and maintain accurate order processing records and correspondence in accordance with corporate standards and regulatory requirements.
• Collaborate cross-functionally with Sales, Operations, Quality, Shipping, and Finance to resolve inquiries, prevent shipping delays, and ensure a seamless end-to-end customer experience.
• Act as the Customer Service Salesforce superuser, driving CRM adoption, maintaining data quality, supporting reporting needs, and identifying automation opportunities.
• Utilize Salesforce, Microsoft Office, and internal business systems to document customer interactions, track open items, and optimize service performance.
• Identify recurring customer issues, workflow gaps, and inefficiencies; recommend and support continuous improvement initiatives to increase accuracy and operational quality.
• Remain personally accountable for following all Environmental Health and Safety (EHS) procedures to maintain a safe working environment for self and team members.
• Perform other related operational duties of similar complexity as assigned to support overall team effectiveness.

Skills

Customer service

Order management

Microsoft Office

Time management

Communication

Problem-solving

Collaboration

Salesforce

Education

Highschool Diploma or equivalent

Tools

Salesforce

Job description

Strem Chemicals, an Ascensus Company, seeks a Customer Service Specialist I for its Newburyport, MA site. You will be the front-line representative handling orders, inquiries, documentation requests, and issue resolution to ensure a responsive, accurate, and customer-centric experience across channels.

This entry-level role supports Sales, Operations, Quality, Shipping, and Finance, uses Salesforce and Microsoft Office daily, and requires a high school diploma with 0–2 years’ experience.