Customer Service Specialist

The Customer Success Specialist is responsible for delivering a high-quality, end-to-end customer experience through global order entry, invoicing, delivery coordination, and customer support. This role supports an integrated customer success model designed to strengthen customer relationships, promote retention, and ensure operational excellence.

Responsibilities:

Customer Relationship Management

• Build and maintain strong, trusted customer relationships through proactive, customer-centric communication.
• Communicate with customers in a professional, empathetic, and solutions-oriented manner via phone, email, and written correspondence.
• Understand customer needs and collaborate with internal teams to ensure a seamless experience and high levels of satisfaction.
• Serve as a primary point of contact for customer inquiries related to orders, invoicing, fulfillment, and delivery. Customer Onboarding & Support
• Guide customers through onboarding/first time ordering processes to ensure a smooth and positive experience.
• Provide training and support related to products, ordering processes, and systems.
• Act as a point of escalation for customer issues and coordinate resolution across internal teams. Complex Order & Project Coordination
• Own and project-manage complex, multi-line, or multi-phase customer orders from order entry through fulfillment and delivery.
• Coordinate timelines, dependencies, and handoffs across internal teams including Customer Service, Operations, Purchasing, Accounting, and Technical teams.
• Proactively communicate order status, risks, and changes to customers in a clear and customer-centric manner.
• Identify potential delays or issues early and drive resolution to meet customer expectations.
• Ensure order details, milestones, and customer communications are accurately documented in CRM and ERP systems. Product & Process Knowledge
• Develop and maintain a strong understanding of Vector Laboratories' products, services, and operational workflows.
• Stay informed on industry trends and customer needs to effectively communicate value and solutions. Issue Resolution & Feedback
• Address customer inquiries and issues promptly and professionally.
• Assist with revenue recovery activities such as refunds, exchanges, and credits.
• Collect and share customer feedback to support continuous improvement of products, services, and processes. Operational & Cross-Functional Collaboration
• Collaborate closely with internal teams including: Purchasing, Accounting, Technical Support, Operations
• Partner with cross-functional team members across Vector Laboratories locations on initiatives to improve and standardize business processes. Position Requirements
• Proficiency in Microsoft Office, particularly Word and Excel
• Commitment to delivering excellent customer experience, with the ability to clearly and professionally engage customers across multiple channels
• Strong organizational skills and attention to detail
• Demonstrated ability to manage customer orders or workflows involving multiple stakeholders, timelines, and deliverables Preferred if you have...
• Experience using Salesforce or another CRM platform to manage customer interactions, communications, and documentation
• Experience using NetSuite or another ERP system for order management, invoicing, or related workflows
• Experience in customer success, customer service, or account management
• Experience managing more complex or high-touch customer orders
• Experience in life sciences, biotech, diagnostics, or a related industry Job Type & Location This is a Contract position based out of Newark, CA.

Pay and Benefits The pay range for this position is $30.00 - $34.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Newark,CA.

Application Deadline This position is anticipated to close on Apr 30, 2026. Diversity, Equity & Inclusion At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I is embedded into our culture through: Hiring diverse talent Maintaining an inclusive environment through persistent self-reflection Building a culture of care, engagement, and recognition with clear outcomes Ensuring growth opportunities for our people Actalent is an equal opportunity employer. About Actalent Actalent is a global leader in engineering and sciences services. For more than 40 years, we've helped visionary companies advance their goals. Headquartered in the United States, our teams span 150 offices across North America, EMEA, and APAC—with four delivery centers in India led by 1,000+ extraordinary employees who connect their passion with purpose every day. Our Bangalore, Hyderabad, Pune, and Chennai delivery centers are hubs of engineering expertise, with core capabilities in mechanical and electrical engineering, systems and software, and manufacturing engineering. Our teams deliver work across multiple industries including transportation, consumer and industrial products, and life sciences. We serve more than 4,500 clients, including many Fortune 500 brands. Learn more about how we can work together at actalentservices.com.