Customer Service Representative

Catalent Pharma Solutions; Florence (KY); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Competitive PTO and holidays

Benefits from day one

Tuition reimbursement

Wellbeing programs

Employee Resource Groups

PerkSpot discounts

Job summary

Catalent Pharma Solutions' Florence, KY site is seeking a Customer Service Representative to serve as the secondary site contact for assigned customer accounts, focusing on managing the order-to-cash flow and ensuring on-time delivery.

This onsite role partners with cross-functional teams in supply planning, materials, quality, warehouse and finance to maintain contracts, confirm firm dates, and bill accurately while upholding Catalent's high standards.

Qualifications

• High school diploma or equivalent required.
• 2+ years of relevant experience required.
• Basic Microsoft Office experience required.
• Excellent verbal, written and interpersonal communication skills required.
• Outstanding customer service skills required.
• Ability to remain well organized, detailed focused, and multi-task oriented required.

Responsibilities

• Act as secondary customer and site contact for assigned customers.
• Maintain general knowledge of customer contracts, including supply and quality agreements, purchase order and delivery requirements, and limits of liability.
• Maintain sales orders in the system according to customer request dates.
• Send written order acknowledgments with firm promise dates and update customers on changes.
• Communicate with internal and external stakeholders through meetings, trackers, email, and phone calls.
• Collaborate with cross functional teams to resolve customer actions and deliverables, ensuring proactive communication and results.
• Coordinate with Supply Planning to schedule manufacturing of orders.
• Work with the Materials team to manage customer forecasts, component deliveries, and obsolete inventory.
• Coordinate with the Quality team for timely release of finished goods to support on time delivery and site objectives.
• Coordinate with the Warehouse team for product and sample shipments, ad hoc requests, and inventory management.
• Assist the Finance team with analysis, collections, pricing tracking, credit issuance, and compliance activities.
• Ensure accurate billing for all products and services provided.
• Perform additional duties as required.

Skills

Customer service

MS Office

Verbal communication

Written communication

Organizational skills

Multi-tasking

Education

High school diploma or equivalent

Associate degree (preferred)

Tools

ERP systems

Advanced Excel

Pivot tables

Job description

Catalent’s Florence, KY site is a key part of the company’s Wellness business, serving as one of North America’s primary gummy development and manufacturing centers. The site specializes in the formulation and production of traditional gelatin gummies and 100% plant based pectin gummies for nutritional supplements and nutraceutical applications, supporting a wide range of consumer health products. With strong in‑house R&D, quality laboratories, and flexible manufacturing and packaging capabilities, the Florence operation partners closely with customers to develop innovative, high quality, and consumer friendly gummy delivery formats across a variety of flavors, shapes, and functional ingredients, all produced under rigorous quality and food safety standards.

Position Summary

We have an opportunity for a Customer Service Representative to join our team. This role serves as the secondary site contact and liaison for assigned customer accounts related to the supply of commercialized products and services. The position focuses on managing the order to cash flow process, ensuring alignment between customer needs, agreed terms, and Catalent’s capabilities. The Customer Service Representative plays a key role in ensuring on time delivery, maintaining strong customer relationships, and promoting the Catalent brand through consistent, high quality service.

Shift: Monday - Friday 8:00am-5pm

Location: Florence, KY 100% Onsite

The Role

• Act as secondary customer and site contact for assigned customers.
• Maintain general knowledge of customer contracts, including supply and quality agreements, purchase order and delivery requirements, and limits of liability.
• Maintain sales orders in the system according to customer request dates.
• Send written order acknowledgments with firm promise dates and update customers on any changes.
• Communicate regularly with internal and external stakeholders through meetings, trackers, email, and phone calls, following escalation paths when needed.
• Collaborate with cross functional teams to resolve customer actions and deliverables, ensuring proactive communication and results.
• Coordinate with Supply Planning to schedule manufacturing of orders.
• Work with the Materials team to manage customer forecasts, component deliveries, and obsolete inventory.
• Coordinate with the Quality team for timely release of finished goods to support on time delivery and site objectives.
• Coordinate with the Warehouse team for product and sample shipments, ad hoc requests, and inventory management.
• Assist the Finance team with analysis, collections, pricing tracking, credit issuance, and compliance activities.
• Ensure accurate billing for all products and services provided.
• Perform additional duties as required.

The Candidate Minimum Requirements

• High school diploma or equivalent.
• 2+ years of relevant experience is required.
• Basic Microsoft Office experience is required.
• Excellent verbal, written and interpersonal communication skills are required.
• Outstanding customer service skills are required.
• Ability to remain well organized, detailed focused, and multi-task oriented is required.

Preferred Skills & Background

• Associate Degree strongly preferred.
• Two years of experience in customer account management, sales, or project coordination preferred.
• Understanding of supply chain and related services preferred.
• Experience using Enterprise Resource Planning (ERP) systems preferred.
• Advanced knowledge of Microsoft Excel, including formulas, pivot tables, VLOOKUP/XLOOKUP, conditional formatting, and data analysis tools.

Why You Should Join Catalent

Positive and fast paced working environment focused on continuous improvement and innovation. Competitive Paid Time Off plus 8 paid holidays. Medical, dental, and vision benefits effective from day one of employment. Tuition Reimbursement to support educational growth and career advancement. Engaging site activities such as seasonal celebrations, tournaments, and appreciation events. Employee Resource Groups promoting Diversity and Inclusion. Environmentally friendly initiatives and community engagement programs. Defined career path with annual performance reviews and growth opportunities. WellHub program supporting physical and mental wellness. Perkspot discounts from over 900 merchants across various categories. Catalent offers rewarding opportunities to further your career!

Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference. personal initiative. dynamic pace. meaningful work. Visit Catalent Careers to explore career opportunities.

Catalent is an Equal Opportunity Employer, including disability and veterans.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email and confirming your request for an accommodation and include the job number, title and location to [e-mail]. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

Volunteer Work Disclosure

Applicants for employment in Massachusetts may include in their employment history any verified work performed on a volunteer basis.

Massachusetts Lie Detector Test Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law may be subject to criminal penalties and civil liability. Consistent with Massachusetts law, Catalent does not require or administer lie detector tests as a condition of employment or continued employment.

Catalent, Inc. is a leading global contract development and manufacturing organization (CDMO) whose mission is to develop, manufacture, and supply products that help people live better and healthier lives. Catalent is dedicated to delivering unparalleled service to pharma, biotech, and consumer health customers, supporting product development, launch, and full life‑cycle supply. With time-tested experience in development sciences, delivery technologies, and multi-modality manufacturing, Catalent supports the acceleration of development programs and the launch of more than a hundred new products every year. Powered by thousands of scientists and technicians and the latest technology platforms at more than 40 global sites, Catalent supplies billions of doses of life‑enhancing and life‑saving treatments for patients annually.