Customer Service Representative

Balchem; Montvale (NJ); On-site; USD 60,000 - 70,000; Full time

Job summary

Balchem Corporation, headquartered in Montvale, NJ, is seeking a Customer Service Representative to manage complex domestic and international orders from entry to delivery, collaborating with Product Management, Supply Chain, Sales, Production, Accounting, Quality and Logistics to ensure on-time, accurate fulfillment and a superior customer experience.

The ideal candidate has strong ERP experience (SAP or Microsoft Dynamics 365), excellent communication skills, and a proven ability to handle

Qualifications

• Experience in a manufacturing/B2B environment is required.
• Experience managing domestic and international orders, including export documentation, is required.
• Strong ERP and MS Office proficiency, especially Excel and Outlook.

Responsibilities

• Manage customer orders end-to-end with accuracy and timeliness.
• Serve as primary contact for inquiries, status, issues, and escalations.
• Collaborate with Product Management and Supply Chain on launches and changes.
• Coordinate with Logistics for domestic and international shipments and export docs.
• Identify risks and communicate mitigation plans to stakeholders.

Skills

Customer service

Cross-functional collaboration

Attention to detail

Problem solving

Spanish language

Tools

SAP

Dynamics 365

Excel

Outlook

Teams

Job description

If you are passionate about delivering excellence, and think you are a great fit with our organization, we'd love to hear from you.

For any jobs listed below without a specific city and/or state, they are considered REMOTE opportunities.

Balchem Corporation, and its subsidiaries, offers a competitive salary and benefits package and is an Equal Opportunity Employer.

Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol "BCPC." Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.

POSITION SUMMARY:

The Customer Service Representative (CSR) reports to the Customer Service Manager.

The CSR is responsible for managing complex domestic and international customer orders from entry through delivery, while serving as a key cross-functional partner across Product Management, Supply Chain, Sales, Production, Accounting, Quality, and Logistics.

This role requires a high level of ownership, judgment, and proactive communication to ensure seamless order execution, exceptional customer experience, and alignment with business priorities.

ESSENTIAL FUNCTIONS:

• Manage and process customer orders end-to-end, ensuring accuracy, timeliness, and adherence to customer requirements
• Serve as a primary point of contact for customers, proactively managing inquiries, order status, issues, and escalations in a professional and solutions-oriented manner
• Collaborate closely with Product Management to support product launches, product changes, customer-specific requirements, and issue resolution
• Partner cross-functionally with Supply Chain, Production, and Planning to ensure order fulfillment aligns with inventory availability, production schedules, and customer commitments
• Work with domestic and international customer service teams to ensure consistent communication, process alignment, and global account support
• Coordinate with logistics, shipping, and freight forwarders for domestic and international shipments, including export documentation, SLI completion, and freight quote management
• Proactively identify supply or fulfillment risks and communicate mitigation plans to internal stakeholders and customers
• Handle complex customer issues including complaints, returns, and credits with a high level of ownership and follow-through
• Drive continuous improvement by identifying process inefficiencies and recommending solutions to enhance customer service and cross-functional workflows
• Maintain compliance with all company safety policies and procedures
• Perform other related duties as required

REQUIREMENTS:

• Customer service experience in a manufacturing, ingredients, or similar B2B environment required
• Demonstrated experience working in cross-functional teams, including collaboration with Product Management, Supply Chain, and global customer service teams required
• Experience managing both domestic and international customer accounts, including export documentation and logistics coordination required
• Strong ERP experience (SAP, Microsoft Dynamics 365, or equivalent) and proficiency in Microsoft Office (Excel, Outlook, Teams)
• Proven ability to manage complex order flows, multi-step processes, and competing priorities in a fast-paced environment
• Strong problem-solving skills with the ability to make independent decisions and elevate appropriately
• High attention to detail with excellent organizational and follow-up skills
• Excellent written and verbal communication skills, with ability to interface effectively with customers and internal stakeholders at all levels
• Experience in a regulated or quality-driven industry (e.g., food, pharma, supplements, chemicals) preferred
• Understanding of international trade/export processes preferred
• Fluent in English and proficient in Spanish, and Portuguese preferred

WORKING CONDITIONS:

• Primarily office-based, with extended periods working at a computer and communicating via phone and email
• Ability to support customers across multiple time zones, including East Coast and LATAM region

The expected salary range for this position is $60,000 -$70,000 a year.

Balchem is committed to a workplace culture that values and promotes diversity, inclusion, equal employment opopportunities, and a work environment free of harassment and hostility.