Customer Services Specialist II

Oxoid Remel Microbiology (Acquired from Thermo Fisher Scientific); Lenexa (KS); On-site; USD 42,000 - 64,000; Full time

Job summary

Oxoid Remel Microbiology is seeking a Customer Service Specialist II to support our customers across Brazil through phone and email, ensuring accurate order processing and timely communication. You will collaborate with Sales, Logistics, and internal teams to resolve inquiries and coordinate orders, contributing to a positive customer experience.

The role emphasizes problem-solving, multi-tasking, and attention to detail in a team focused on service excellence and operational efficiency.

Qualifications

• Bachelor's degree with 2+ years of customer service experience.
• Experience supporting order processing, customer inquiries, and administrative activities.
• Strong organizational, analytical, and problem-solving skills.

Responsibilities

• Respond to inbound customer inquiries through telephone and email, providing timely, accurate, and professional support.
• Process customer orders and ensure accuracy of order details, pricing, documentation, and delivery requirements.
• Provide customers with order status updates, shipment tracking information, and estimated delivery timelines.
• Investigate and resolve customer concerns related to orders, deliveries, product availability, and other service-related issues.
• Maintain accurate customer records, order information, and communication history within internal systems.
• Identify and escalate complex customer issues to appropriate internal teams to ensure timely resolution.
• Build and maintain positive customer relationships through consistent communication and follow-through.

Skills

Customer service

Order processing

Communication

Multitasking

Excel

Team collaboration

Attention to detail

Education

Bachelor's degree

Tools

SAP / Oracle ERP

Salesforce

Microsoft Office

Job description

Make an Impact

Joining Oxoid Remel Microbiology means becoming part of a team dedicated to making a meaningful difference in healthcare, food safety, and pharmaceutical manufacturing. Our products and solutions support accurate disease identification, targeted treatment, food and beverage safety, and pharmaceutical manufacturing integrity.

Make an Impact

Joining Oxoid Remel Microbiology means becoming part of a team dedicated to making a meaningful difference in healthcare, food safety, and pharmaceutical manufacturing. Our products and solutions support accurate disease identification, targeted treatment, food and beverage safety, and pharmaceutical manufacturing integrity.

With a long-standing reputation for quality, innovation, and scientific excellence, we are committed to providing customers with reliable products and exceptional service.

As a Customer Service Specialist II, you'll play an important role in supporting our customers across Brazil by providing timely, accurate, and professional assistance throughout the order-to-delivery process.

You'll work closely with customers, Sales, Logistics, and other internal teams to resolve inquiries, coordinate orders, and ensure a positive customer experience.

About the Role

The Customer Service Specialist II is responsible for managing customer inquiries, processing orders, coordinating shipments, and supporting day-to-day customer service operations across Brazil.

This position serves as a key point of contact for customers, providing assistance through telephone and email while ensuring accurate order processing, timely communication, and effective resolution of customer concerns.

The ideal candidate is a customer-focused, organized professional who enjoys problem-solving, managing multiple priorities, and collaborating with cross-functional teams.

What You Will Do

Customer Service & Order Management

• Respond to inbound customer inquiries through telephone and email, providing timely, accurate, and professional support.


• Process customer orders and ensure accuracy of order details, pricing, documentation, and delivery requirements.


• Provide customers with order status updates, shipment tracking information, and estimated delivery timelines.


• Investigate and resolve customer concerns related to orders, deliveries, product availability, and other service-related issues.


• Maintain accurate customer records, order information, and communication history within internal systems.


• Identify and escal... complex customer issues to appropriate internal teams to ensure timely resolution.


• Build and maintain positive customer relationships through consistent communication and follow-through.

Logistics & Operational Coordination

• Coordinate with Logistics, Sales, and other internal departments to support order fulfillment and customer requirements.


• Assist customers with shipping, export documentation, delivery inquiries, and logistics-related questions.


• Monitor outstanding orders and follow up on potential delays or issues that may impact customer satisfaction.


• Support accurate documentation and compliance with established order management and shipping procedures.


• Collaborate with internal stakeholders to resolve order discrepancies, shipment concerns, and operational challenges.

Collaboration & Continuous Improvement

• Work closely with Sales, Logistics, Finance, and other internal teams to ensure a seamless customer experience.


• Communicate effectively with colleagues and leadership to provide updates on customer needs, order status, and operational issues.


• Identify opportunities to improve customer service processes, order accuracy, and overall efficiency.


• Support reporting, data tracking, and administrative activities related to customer service operations.


• Contribute to a collaborative, accountable, and continuous improvement-focused team environment.

What You Will Bring

Minimum Qualifications

• Bachelor's degree with 2+ years of customer service experience


• Strong customer service and relationship management skills.


• Experience supporting order processing, customer inquiries, and administrative or operational activities.


• Strong organizational, analytical, and problem-solving skills.


• Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.


• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.


• Excellent written and verbal communication skills.


• Ability to work independently while collaborating effectively with cross-functional teams.


• Strong attention to detail and a customer-focused approach.


• Fluency in Portuguese is required.

Preferred Qualifications

• Bachelor's degree in Business, Science, Engineering, or a related field.


• Previous experience supporting customers in a B2B, manufacturing, life sciences, or related environment.


• Experience using ERP systems such as SAP or Oracle.


• Familiarity with CRM platforms such as Salesforce.


• Experience with order management, shipping coordination, logistics, or export documentation.


• Knowledge of international shipping procedures and trade requirements.


• Experience preparing reports, tracking customer issues, and analyzing operational data.


• Familiarity with process improvement and customer service efficiency initiatives.


• English proficiency is strongly preferred to support communication with English-speaking leadership and colleagues.

Join Us

This is an exciting opportunity to join Oxoid Remel Microbiology and contribute to the continued growth and success of our customer service operations in Brazil.

With more than 100 years of microbiology expertise, we are proud of our trusted brands, scientific innovation, and commitment to helping customers solve important challenges in healthcare, food safety, and pharmaceutical manufacturing.

As a Customer Service Specialist II, you'll have the opportunity to strengthen customer relationships, support commercial operations, and contribute to a team focused on delivering exceptional service and operational excellence.

If you're a motivated, customer-focused professional who enjoys helping customers, solving problems, and working collaboratively, we'd love to hear from you.

Come be part of what's next at Oxoid Remel Microbiology!