Customer Service/Order Entry Specialist--Remote

Job Summary: 

As a Customer Service Specialist, you will play a crucial role in ensuring customer satisfaction and operational efficiency. You will be responsible for handling customer inquiries, processing orders, providing product support, managing returns, and collaborating with internal teams to deliver seamless customer experiences. This is a remote position open to candidates in any U.S. state.   

Primary Responsibilities: 

Customer Service: 

• Respond promptly to customer inquiries via phone, email, and online chat. 

• Provide accurate and timely information regarding product specifications, pricing, availability, and shipping. 

• Resolve customer issues and complaints in an efficient and professional manner. 

• Build and maintain strong relationships with customers. 

Order Processing: 

• Process incoming orders from various channels, including email, phone, and web. 

• Verify order accuracy and completeness. 

• Enter orders into the order management system (Netsuite). 

• Coordinate with the warehouse team to ensure timely order fulfillment. 

• Maintain accurate customer and order records in CRM/ERP systems 

• Proactively communicate order updates to customers 

Product Support: 

• Provide basic support and troubleshooting, escalating complex technical issues to Product or Technical teams, and facilitating basic substitutions for out-of-stock items. 

Returns and Exchanges: 

• Process customer returns and exchanges according to company policy. 

• Issue return authorizations and manage the return process. 

• Coordinate with the warehouse team to handle returned products. 

Internal Collaboration: 

• Work closely with the sales, marketing, purchasing, and warehouse teams to ensure smooth operations. 

• Communicate effectively with internal teams to address customer issues and resolve problems. 

• Manage sales admin processes to support efficient operations and great customer service. 

Qualifications and Skills: 

• Bachelor’s degree or comparable work experience 

• Minimum 2 years related experience in B2B environment  

• Strong customer service skills with a focus on problem-solving and conflict resolution 

• Experience with order management systems and CRM software, Netsuite preferred  

• Basic knowledge of finance and credit  

• Excellent verbal and written communication skills. 

• Proficiency in Microsoft Office Suite 

• Must have high speed internet access in your remote work location 

• Must have access to a quiet work area with no distractions during work hours 

• Ability to multitask and prioritize tasks effectively. 

• Strong attention to detail 

About Sterlitech: 

Sterlitech Corporation provides superior laboratory products, specializing in flat sheet filter membranes and bench scale testing equipment for a variety of industries, including life science, environmental, occupational health and safety, petrochemical, fossil fuels and biotech. For precision and accuracy, Sterlitech’s membrane disc filters, filter holders, silt density index test kits, and syringe-and-capsule filters are consistently relied upon to assure exceptional results. 

We have a great team environment—we are proud of the culture that we’ve cultivated here at Sterlitech. To learn more about us, please check out this video where we were featured on "World's Greatest! TV": https://www.sterlitech.com/about-us#asfeatured. With 40 employees, we’re a smaller company, and you’ll find that people enjoy working here. Our office and production facility are located in Auburn, Washington. 

We are offering a pay rate of $16-20 per hour, dependent on experience and qualifications. In addition to a competitive compensation plan, we offer a comprehensive benefits package that includes Medical, Dental, Life and Disability insurance, FSA, a 401(k) plan, PTO, holidays and more. 

Sterlitech Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 

If you are hired at Sterlitech, your final hourly rate will be determined
based on factors such as geographic location, skills, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that hiring at the maximum of the range would not be typical in order to allow for future and continued compensation growth. We also offer a generous benefits package, including company paid health insurance, 401(K) retirement savings plan with employer match, 3 weeks PTO per year, and more.