Supply Chain Customer Service Representative Logistics

Role: Supply Chain Customer Service Representative
Location: Durham, NC
Experience: 2 3+ years
Education: Associate's degree, advanced training, or equivalent experience Job Summary:
The Supply Chain Customer Service Representative is responsible for developing and maintaining strong relationships with internal and external Diagnostics customers, including Commercial Operations and Technical Support teams. This role supports the Americas Supply Chain organization by coordinating customer orders, outbound shipments, logistics providers, inventory requirements, invoicing, and SAP transactions.

The position will help ensure on-time and complete delivery of products while maintaining data integrity, regulatory compliance, customer satisfaction, and supply chain efficiency. The role will also contribute to process improvement, cost savings initiatives, KPI analysis, and strategic supply chain projects.

• Develop and maintain strong relationships with internal and external customers to understand and meet customer requirements.
• Manage sales order entry and maintenance in SAP, preferably using SAP MM/SD modules.
• Coordinate and manage outbound shipments to customers across the Americas region.
• Facilitate import permits, customs requirements, transportation requirements, and other logistics processes.
• Manage Track and Trace activities to ensure shipments meet validated shipping and delivery requirements.
• Coordinate with logistics providers, including 3PL warehouses, freight carriers, manufacturers, and transportation providers.
• Maintain accurate SAP transactions to ensure product data integrity, traceability, and order accuracy.
• Support customer invoicing and maintain SOX compliance.
• Monitor customer orders and shipments to ensure on-time and complete delivery.
• Collaborate with Planning and Procurement teams to analyze inventory requirements and maintain appropriate inventory levels.
• Monitor and analyze Supply Chain KPIs, including customer on-time delivery performance.
• Identify process inefficiencies and recommend continuous improvement opportunities.
• Support cost savings initiatives and supply chain process development.
• Participate in strategic supply chain projects and cross-functional initiatives.
• Provide training, resources, and support to employees when needed to meet customer and business requirements.
• Monitor processes and products to identify opportunities for quality and operational improvements.
• Address customer needs, concerns, and feedback while building collaborative customer relationships.
• Work effectively in a fast-paced environment with changing priorities and ambiguity.
• Perform other duties and responsibilities as assigned by management.
• Minimal domestic or international travel may be required.

• 2 3+ years of experience in Supply Chain, Logistics, Customer Service, Order Management, or related functions.
• Hands-on experience with SAP, preferably SAP MM/SD.
• Experience with sales order entry and order management.
• Knowledge of outbound logistics, shipment coordination, and transportation processes.
• Experience working with 3PL warehouses and freight carriers.
• Knowledge of Track and Trace processes.
• Understanding of customs clearance, import permits, and international logistics is preferred.
• Experience with customer invoicing and SOX compliance is preferred.
• Strong knowledge of Microsoft Office, particularly Excel, Word, and PowerPoint.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong customer service and relationship management skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• Strong attention to detail and ability to maintain accurate supply chain records.
• Ability to identify process improvement opportunities and support continuous improvement initiatives.

• Experience in air transportation, international logistics, or customs clearance.
• APICS certification.
• Six Sigma certification or equivalent continuous improvement experience.
• Experience in the medical device, diagnostics, healthcare, pharmaceutical, or regulated industry.
• Experience working with regional or global supply chain operations.

• Associate's degree, advanced training, or equivalent combination of education and relevant experience.