Customer Service Representative / WavePlanner

The Customer Service Representative / WavePlanner is an important part of daily operations, helping ensure excellent customer service while following all GXP, Pharma Regulatory, and Cold Chain requirements. This role is best suited for someone with experience in pharmaceutical, healthcare, or warehouse environments who is organized, detail-oriented, and works well in a fast-paced setting.

This position reports to the Operations Manager. Standard hours are Monday through Friday, with occasional weekends or overtime based on business needs.

Your Role

In this role, you will handle customer questions, process orders, support shipment planning, and help resolve issues quickly and professionally. You will work closely with customers, warehouse teams, and leadership to keep operations running smoothly.

Key Responsibilities

• Respond to customer questions and concerns in a timely, professional manner

• Process customer orders, changes, and escalations accurately

• Complete administrative tasks for assigned area or shift

• Maintain files and records according to company procedures

• Communicate shipment updates, product shortages, missed pickups, and damage claims

• Process export orders in the AES system

• Use the Warehouse Management System (WMS) to update metrics and reports

• Support local operations teams as needed

• Work overtime or weekends when required

• Complete other duties as assigned

Skills & Qualifications

• Minimum of 2 years of customer service experience

• Experience with Warehouse Management Systems (WMS), Order Management Systems, and/or Manhattan systems

• High School Diploma or GED required

• Bachelor’s degree in Logistics, Biology, Business, Industrial Engineering, or related field preferred

• Understanding of warehouse operations such as receiving, shipping, picking, packing, and inventory

• Strong communication and problem-solving skills

• Ability to stay professional and calm in a busy environment

• Basic Microsoft Office skills

Working Environment

• Time spent on the warehouse or production floor

• Frequent communication with employees, managers, and customers

• Ability to work extended hours when needed

• Ability to lift up to 50 pounds as needed

Preferred Mindset

We are looking for someone who values continuous improvement, stays organized, and supports a clean and efficient workplace using 5S principles.