Become part of a team that champions wellness worldwide. CAPTEK® Softgel International is a global leader in the development and production of high-quality nutraceutical supplements. As a contract manufacturer organization (CMO), we collaborate with innovators from some of the world’s most successful brands.
Summary: The Customer Service Representative (CSR) is responsible for, but not limited to; order entry, status updates, on-time delivery, and supporting the customer quote process. Other requirements include working with internal departments (i.e., Sales, Planning, Quality, Warehouse/Logistics, R&D, and Regulatory) to obtain accurate and up-to-date information to ensure CAPEK® Softgel International (CSI) consistently delivers a best-in-class customer experience.
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Essential Duties and Responsibilities:- Process new and revised customer purchase orders into ERP system. Verify PO meets current pricing, minimum order quantity (MOQ), and standard lead-requirements.
- Communicate and correspond with the Planning Department to obtain current order status, production schedules, estimated ship dates, delays and/or issues. Clearly communicate potential roadblocks to customers, utilizing both formal (written) and informal (verbal) approaches.
- Maintain and submit status reports to customers according to agreed upon schedule.
- Facilitate and support customer calls as agreed with Sales (i.e., communicate delays, material issues, schedule changes, etc.).
- Log change requests upon receipt of required documentation (FPS, CoA’s, formulation, ICD’s, etc.), per SOP.
- Log documentation requests (i.e., CoA’s, finished product specifications, supplement/nutritional facts, etc.).
- Log quotes, initiated by Sales, into ERP System to facilitate the Request for Quote (RFQ) process, for both existing/new products, as well as any formulation and bottle change requirements.
- Issue Customer Supplied Material (CSM) purchase orders; provide/maintain due dates to Planning Team and obtain required documentation for Receiving. Submit monthly CSM inventory reports, communicating expired materials and obtaining disposition authorization.
- When appropriate, in support of NutraStock™ program, support customer inquiries regarding general product knowledge, sales terms & conditions, inventory, and pricing. Communicate potential cross-selling options if/when applicable.
- Submit revised/new label artwork for review and communicate with Regulatory department to ensure current and correct labels are on file.
- Assist with Returned Materials Authorization (RMA) process. (i.e., dispositions, status updates, credits, shipment return, etc.).
- Support Finance with the investigation/resolution of customer payment issues (i.e., issue credit memos, collect on proforma invoices, etc.).
- Be familiar with Customer web-based portal as necessary.
- High School diploma or general education degree (GED) required.
- Proficient in MS Office Suite (Excel, Outlook, Word…etc.)
- Minimum of 3 years relevant work experience
- (Manufacturing environment preferred, but not required)
- Strong written and verbal communication skills
- Ability to set priorities be flexible, multi-task and meet deadlines.
- Highly organized and detailed oriented with the proficiency to work effectively in a fast-paced work environment.
- Capability to develop and maintain professional relationships with internal and external stakeholders.
- None
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts, fumes, or airborne particles and risk of electrical shock. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands require sitting for extended periods of time, walking, bending, reaching, carrying, and occasionally lifting and/or moving objects up to 25 pounds. Specific vision abilities required by this job include Close vision, Peripheral vision, and the ability to adjust focus. While performing the duties of this job, the employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.
CAPTEK is an equal employment opportunity employer. In order to provide equal opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities, not on any mental or physical disability. We comply with the law regarding reasonable accommodation for disabled employees and applicants.
We do not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), reproductive health decisions, gender, gender identity, gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, sexual orientation, military and veteran status, or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Thank you for your interest in joining the CAPTEK team. You will be contacted shortly if your application is selected.
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