Job Details
Posted 19 September, 2026
Job Id: 630724
Customer Experience Specialist
Job Description
Job Description
The Customer Experience Specialist plays a critical role in ensuring a seamless order-to-delivery experience for customers. This position serves as a key liaison between customers, sales, logistics partners, and internal operations teams to ensure accurate order processing, timely shipments, and proactive communication.
The role combines strong customer service skills, logistics coordination, and operational problem-solving to support efficient supply chain execution and maintain high levels of customer satisfaction.
NOTE: This role is a hybrid position that is a combination of an onsite requirement and a remote aspect. All candidates must be within commuting distance of the Woburn, MA office and have flexibility to come to the office as needed
Job hours; M-F, 12:00 PM – 8:30 PM
Key Responsibilities
Customer Service & Order Management
* Process and manage customer orders within ERP systems, ensuring accuracy and completeness.
* Provide timely responses to customer inquiries, including order status, shipping updates, and product information.
* Maintain accurate customer records and order documentation.
* Coordinate closely with the sales team to support customer needs and ensure alignment on order fulfillment.
Logistics & Shipment Coordination
* Monitor order fulfillment and shipment status to ensure on-time delivery.
* Track and resolve shipping issues, delays, or discrepancies in a timely manner.
* Prepare and review shipping documentation including packing lists, invoices, and export documentation where applicable.
* Support international shipments and ensure compliance with applicable import/export requirements.
Order-to-Delivery Process Support
* Identify potential supply chain disruptions and proactively communicate updates to customers and internal stakeholders.
* Work cross-functionally with operations, planning, finance, and quality teams to resolve order issues.
* Assist with backlog management and delivery prioritization.
Continuous Improvement
* Participate in process improvement initiatives such as Kaizen or operational workflow improvements.
* Support documentation of customer service and logistics processes.
* Contribute to performance tracking metrics such as on-time delivery, order accuracy, and customer satisfaction.
Qualifications
* Experience working with ERP systems (SAP, Oracle, NetSuite, or similar). Strong preference for SAP
* Strong understanding of order processing and logistics coordination.
* Experience working with freight carriers and logistics providers preferred.
* Proficiency in Microsoft Office, particularly Excel.
Pay Rate Range: $30-35/hr depending on experience
Equal Opportunity Employer
We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert
Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
