Customer Service Representative

Position Summary

We have an opportunity for a Customer Service Representative to join our team. This role serves as the secondary site contact and liaison for assigned customer accounts related to the supply of commercialized products and services. The position focuses on managing the order to cash flow process, ensuring alignment between customer needs, agreed terms, and Catalent's capabilities. The Customer Service Representative plays a key role in ensuring on time delivery, maintaining strong customer relationships, and promoting the Catalent brand through consistent, high quality service.

Shift: Monday - Friday 8:00am-5pm. Location: Florence, KY 100% Onsite.

The Role

• Act as secondary customer and site contact for assigned customers.
• Maintain general knowledge of customer contracts, including supply and quality agreements, purchase order and delivery requirements, and limits of liability.
• Maintain sales orders in the system according to customer request dates.
• Send written order acknowledgments with firm promise dates and update customers on any changes.
• Communicate regularly with internal and external stakeholders through meetings, trackers, email, and phone calls, following escalation paths when needed.
• Collaborate with cross functional teams to resolve customer actions and deliverables, ensuring proactive communication and results.
• Coordinate with Supply Planning to schedule manufacturing of orders.
• Work with the Materials team to manage customer forecasts, component deliveries, and obsolete inventory.
• Coordinate with the Quality team for timely release of finished goods to support on time delivery and site objectives.
• Coordinate with the Warehouse team for product and sample shipments, ad hoc requests, and inventory management.
• Assist the Finance team with analysis, collections, pricing tracking, credit issuance, and compliance activities.
• Ensure accurate billing for all products and services provided.
• Perform additional duties as required.

The Candidate

Minimum Requirements

• High school diploma or equivalent.
• 2+ years of relevant experience is required.
• Basic Microsoft Office experience is required.
• Excellent verbal, written and interpersonal communication skills are required.
• Outstanding customer service skills are required.
• Ability to remain well organized, detailed focused, and multi-task oriented is required.

Preferred Skills & Background

• Associate Degree strongly preferred.
• Two years of experience in customer account management, sales, or project coordination preferred.
• Understanding of supply chain and related services preferred.
• Experience using Enterprise Resource Planning (ERP) systems preferred.
• Advanced knowledge of Microsoft Excel, including formulas, pivot tables, VLOOKUP/XLOOKUP, conditional formatting, and data analysis tools.