Customer Service Representative I

Interested in a career that matters?

This position plays a fundamental role in ensuring excellence in customer service and order management, acting as a bridge between internal operations, sales, and customers. The role requires strong organizational skills, high attention to detail, and a proactive problem-solving ability to handle high demands and support commercial excellence.

The Role and Its Impact

Operating in a dynamic, customer-centric environment, this position combines administrative precision with active customer engagement. You will be responsible for ensuring the accurate and high-quality processing of customer orders, managing documentation, handling complaints, and maintaining customer master data within the company systems, all while upholding Novonesis' quality and compliance standards.

Your Main Responsibilities in This Role

• Ensure the accurate and high-quality processing of customer orders to maintain service excellence;
• Prepare and provide standard product documentation in response to customer requests;
• Proactively engage with customers to understand their needs, including direct communication, visits, sales order history analysis, and order management;
• Support the complaint handling process, including documentation, return authorizations, and replacement arrangements;
• Actively contribute to root cause analysis using problem-solving tools, such as 3C for customer complaints and other issues;
• Maintain adherence to Novonesis certification requirements related to Quality, Food Safety, Safety, and Environment standards;
• Educate and assist customers in using Novonesis digital platforms;
• Establish, update, and ensure the accuracy of customer master data in the system.

What You Will Need to Succeed in This Role

• Bachelor's degree in Business Administration, Foreign Trade, or related fields;
• Advanced English proficiency;
• Excellent communication skills for internal interactions, with the commercial team and with customers;
• High level of assertiveness and resolution in problem-solving and order processing;
• Excellent organizational skills to manage priorities in a high-demand environment.

Additional Skills and Interests We Value

• Experience with SAP or another ERP system;
• Experience with Salesforce or another CRM system;
• Experience in multinational environments;
• Strong collaborative skills working with commercial teams;
• Proactive approach to continuous improvement and problem-solving.

Our purpose guides the way

In Novonesis, we know that solutions rooted in biology can help solve humanity’s biggest challenges. Since we began more than a century ago, this has been our guide. It’s how we've gotten so far. And it’s how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless. If our purpose resonates with you, we encourage you to apply.

Opportunities for everyone

We are committed to an inclusive recruitment process and equal opportunity for all applicants. Therefore we ask you to apply without a cover letter or photo and instead include a few sentences in your CV explaining your motivation for applying.

We make all employment decisions based on business needs and welcome candidates with a wide range of backgrounds, including ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.

Explore other openings

If this position isn’t the right fit, you may still find other opportunities with us. You’re welcome to explore open roles or create a job agent to stay connected with future opportunities at novonesis.com/Career