Customer Service Specialist

Health Line International Corp.; Salt Lake City (UT); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Job summary

Health Line International Corp. is seeking a Customer Service Specialist to manage orders, EDI processing, and daily customer service activities. You will work with Sales, Supply Chain, Production, and other internal teams to resolve issues and ensure on-time delivery.

The role emphasizes accurate order processing, ERP data maintenance, and proactive communication with customers about status, pricing, and delivery details.

Qualifications

• Associate’s or Bachelor’s degree in Business, Marketing, Supply Chain, or related field.
• Minimum 2 years of experience in sales support, customer service, sales operations, order management, or account coordination.
• Proficiency with Microsoft Excel and experience using ERP and/or CRM systems.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Experience with ERP systems such as Sage 300, SAP, Oracle, or similar platforms, preferred.

Responsibilities

• Process and manage customer purchase orders received through EDI, email, customer portals, and other ordering channels.
• Monitor EDI transactions and ensure orders are accurately entered, processed, and released for fulfillment.
• Review orders for accuracy, including product, quantity, pricing, shipping requirements, and requested delivery dates.
• Respond to customer inquiries and communicate order status, availability, pricing, shipment dates, backorders, and delays.
• Work closely with Sales Representatives and Account Managers to support customer orders and resolve customer-specific issues.
• Coordinate with Production, Supply Chain, Warehouse, and Logistics to resolve fulfillment issues, expedite orders, and meet customer delivery requirements.
• Access and manage customer-specific portals as required.
• Work with Finance and internal teams to research and resolve pricing, billing, payment, shipping, and order discrepancies.
• Document and track customer complaints and quality issues, working with Quality and Regulatory teams through resolution.
• Maintain accurate customer, order, and shipment information within the company's ERP and other business systems.
• Assist with EDI customer onboarding, testing, troubleshooting, and ongoing transaction support as needed.

Skills

Microsoft Excel

Attention to detail

Customer service orientation

Education

Associate’s or Bachelor’s degree in Business, Marketing, Supply Chain, or related field

Tools

ERP systems

CRM systems

Sage 300

SAP

Oracle

Job description

The Customer Service Specialist is responsible for managing customer orders, EDI transactions, and day-to-day customer service while ensuring orders are processed accurately and delivered on time. This position works closely with Sales, Supply Chain, Production, Warehouse, Finance, Quality, and other internal teams to resolve issues and provide customers with a seamless experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Process and manage customer purchase orders received through EDI, email, customer portals, and other ordering channels.
• Monitor EDI transactions and ensure orders are accurately entered, processed, and released for fulfillment.
• Review orders for accuracy, including product, quantity, pricing, shipping requirements, and requested delivery dates.
• Respond to customer inquiries and communicate order status, availability, pricing, shipment dates, backorders, and delays.
• Work closely with Sales Representatives and Account Managers to support customer orders and resolve customer-specific issues.
• Coordinate with Production, Supply Chain, Warehouse, and Logistics to resolve fulfillment issues, expedite orders, and meet customer delivery requirements.
• Access and manage customer-specific portals as required.
• Work with Finance and internal teams to research and resolve pricing, billing, payment, shipping, and order discrepancies.
• Document and track customer complaints and quality issues, working with Quality and Regulatory teams through resolution.
• Maintain accurate customer, order, and shipment information within the company's ERP and other business systems.
• Assist with EDI customer onboarding, testing, troubleshooting, and ongoing transaction support as needed.
• Identify recurring order or EDI issues and work with internal teams to improve processes.
• Research and provide information related to pricing, inventory, account status, and shipment history.
• Prioritize multiple customer requests and responsibilities while maintaining accuracy and meeting deadlines.
• Support the company's commitment to quality, compliance, and customer satisfaction.

DESIRED MINIMUM QUALIFICATIONS

To perform this job successfully, the applicant must have the following qualifications or skills:

List of essential qualifications

• Associate’s or Bachelor’s degree in Business, Marketing, Supply Chain, or a related field, or equivalent work experience.
• Minimum 2 years of experience in sales support, customer service, sales operations, order management, or account coordination.
• Proficiency with Microsoft Excel and experience using ERP and/or CRM systems.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Excellent written and verbal communication skills with a customer-focused approach.

While not essential, the following qualifications or skills are preferred:

• Experience working in a manufacturing, medical device, healthcare, or distribution environment.
• Knowledge of sales forecasting, reporting, and data analysis techniques.
• Experience with ERP systems such as Sage 300, SAP, Oracle, or similar platforms.
• Familiarity with EDI transactions, customer portals, or order automation processes.
• Experience supporting a field sales team and coordinating cross-functional projects involving Operations, Engineering, or Supply Chain.

PHYSICAL REQUIREMENTS

The physical requirements listed in this section include, but are not limited to, the basic skills and motor/physical abilities required to undertake the duties and responsibilities of this position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of this position.

The ability to comprehend verbal and written instructions in English is required of every employee, although accommodations are made for native Spanish speakers who are learning English as a second language. While undertaking the essential duties and responsibilities of this position, the applicant must repeatedly sit, listen, speak, write, and type. The employee is required to move between all areas of the company.

ADVERSE WORKING CONDITIONS

There are no anticipated adverse working conditions associated with this position, but applicants are to be made aware that mechanical equipment (such as forklifts or machinery used in manufacturing) may pose a risk of physical danger if mishandled or in the event of a natural disaster. Metallic items, such as safety scalpels and needles (sharp devices), and finished goods, such as liquids in glass containers, may also harm employees who do not take proper precautions. Personal Protective Equipment (PPE) is provided in areas where protective gear is recommended or required.

DISCLAIMER

The duties listed above are intended only as illustrations of the various types of work that may be performed in day-to-day operations. The omission of specific statements of duties does not explicitly exclude them from the job function if the work is similar, related, or can otherwise be logically related to the role the applicant is applying for.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and position change.