Customer Service Specialist

Novonesis; New Berlin (WI); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

401(k) with up to a 9% company contrib

Vacation time: minimum 3 weeks + 12+1?

Health, Dental, Vision & Life insured

HSA option with employer contribution

Employee Assistance Program

Parental leave

Tuition reimbursement

All benefits begin on your first day

Job summary

Novonesis, based in Wisconsin, is seeking a Customer Service Associate to manage domestic and international orders, process documentation in SAP, and ensure on-time deliveries. You will liaise with Supply, Sales, Shipping, and Warehouse teams to resolve issues and maintain accurate order records.

The role emphasizes accuracy, responsiveness, and professionalism, with strong English communication and teamwork essential for multitasking across multiple systems.

Qualifications

• High School Diploma or GED required.
• Minimum 1 year of customer service experience.
• Professional written and verbal communication skills in English.
• Ability to work independently and as part of a team with strong accountability and sense of urgency.
• Ability to multitask and work with multiple systems and dual monitors.
• Working knowledge of Microsoft Office and SAP (or similar ERP systems).
• Basic understanding of logistics and manufacturing processes.
• Ability to perform calculations and conversions (e.g. pricing, units, quantities).

Responsibilities

• Processing domestic and international customer orders in SAP, ensuring accuracy in pricing, availability, and delivery requirements
• Coordinating with Supply, Sales, and Shipping to resolve product availability or delivery issues
• Creating deliveries and supporting warehouse and shipping teams within agreed timeframes
• Supporting customer service requests and complaints, including documentation, SAP case creation, and return shipments
• Providing high‑quality customer support via phone and email, troubleshooting issues and proposing solutions
• Running daily reports and applying double‑check processes to ensure on‑time delivery and order accuracy
• Maintaining accurate customer master data in SAP
• Supporting department goals, KPIs, and continuous improvement initiatives

Skills

Customer service

English communication

Multitasking

Team collaboration

Pricing calculations

Problem solving

Data entry accuracy

Education

High School Diploma or GED

Tools

SAP

Microsoft Office

ERP systems

Job description

Interested in a career that matters?

At Novonesis, we partner closely with customers to deliver biological solutions that make a real difference. As part of our Customer Service team, you will play a key role in ensuring smooth order processing and timely deliveries while acting as a trusted liaison between customers and internal teams.

You will work in a collaborative, customer‑focused environment where accuracy, responsiveness, and professionalism directly contribute to customer satisfaction and business success.

The Role & Your Impact

This role is primarily operational and focuses on managing customer orders and related documentation to ensure on‑time, accurate deliveries. You will support both domestic and international customers and collaborate closely with Supply, Sales, Shipping, and Warehouse teams.

Key responsibilities include:

• Processing domestic and international customer orders in SAP, ensuring accuracy in pricing, availability, and delivery requirements

• Coordinating with Supply, Sales, and Shipping to resolve product availability or delivery issues

• Creating deliveries and supporting warehouse and shipping teams within agreed timeframes

• Supporting customer service requests and complaints, including documentation, SAP case creation, and return shipments

• Providing high‑quality customer support via phone and email, troubleshooting issues and proposing solutions

• Running daily reports and applying double‑check processes to ensure on‑time delivery and order accuracy

• Maintaining accurate customer master data in SAP

• Supporting department goals, KPIs, and continuous improvement initiatives

What You’ll Need to Be Successful

Must‑haves:

• High School Diploma or GED

• Minimum 1 year of customer service experience

• Professional written and verbal communication skills in English

• Ability to work independently and as part of a team with strong accountability and sense of urgency

• Ability to multitask and work with multiple systems and dual monitors

• Working knowledge of Microsoft Office and SAP (or similar ERP systems)

• Basic understanding of logistics and manufacturing processes

• Ability to perform calculations and conversions (e.g. pricing, units, quantities)

Additional Skills & Interests We Value

Nice‑to‑haves:

• Experience supporting international customers or export documentation

• Prior experience working with logistics providers, freight forwarders, or shipping documentation

• Experience handling customer complaints or returns processes

• Interest in continuous improvement and preventative customer service practices

Compensation & Benefits

Expected salary: $23/hr

Benefits you will enjoy:

• 401(k) with up to a 9% company contribution

• Minimum of 3 weeks’ vacation, plus 12 holidays and 2 weeks of wellness time

• Health, Dental, Vision & Life insurance

• Healthcare savings account option with generous employer contribution

• Employee Assistance Program

• Parental leave

• Tuition reimbursement

• All benefits begin on your first day

Our purpose guides the way

In Novonesis, we know that solutions rooted in biology can help solve humanity’s biggest challenges. Since we began more than a century ago, this has been our guide. It’s how we’ve gotten so far. And it’s how we’ll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless. If our purpose resonates with you, we encourage you to apply.

Opportunities for everyone

We are committed to an inclusive recruitment process and equal opportunity for all applicants. Therefore we ask you to apply without a cover letter or photo and instead include a few sentences in your CV explaining your motivation for applying.

We make all employment decisions based on business needs and welcome candidates with a wide range of backgrounds, including ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.