Customer Service Specialist ANH

COMPANY OVERVIEW:

Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol “BCPC.” Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.

POSITION SUMMARY:

The Customer Service Specialist serves as a primary point of contact for Animal Nutrition and Health customers, supporting accurate order processing, timely communication, issue resolution, and a positive customer experience through close coordination with Sales, Product Management, Supply Chain, Logistics, Shipping, and other internal teams.

The Customer Service Specialist manages day-to-day relationships with internal and external customers by supporting existing accounts, responding to product information requests, coordinating with our internal teams on multiple, addressing customer complaints, and helping ensure timely, professional service through customer experience. There may be intermittent travel to our Corporate Headquarters in Montvale, NJ for team meetings and events.

ESSENTIAL FUNCTIONS:

• Verify, process and confirm customer purchase orders end-to-end, ensuring accuracy, timeliness, and adherence to customer requirements, along with our processes and procedures.
• Serve as a primary point of contact for customers, proactively managing inquiries, order status, issues, and escalations in a professional and solutions-oriented manner.
• Collaborate closely with Product Management to support product launches, product changes, customer-specific requirements, and issue resolution
• Partner cross-functionally with Supply Chain, Production, and Planning to ensure order fulfillment aligns with inventory availability, production schedules, and customer commitments
• Handle complex customer issues including complaints, returns, and credits with a high level of ownership and follow-through
• Develop and maintain in-depth knowledge and understanding of our product lines to better support customers
• Work closely with Supply Chain to understand inventory levels and product availability at our various Balchem and third-party sites
• Engage in daily communication with Logistics and Shipping on rescheduling shipments
• Provide additional support to both international and domestic Customer Service team members with order processing, process alignment and business communications
• Maintain compliance with all company safety policies and procedures
• Perform other related duties as required

REQUIREMENTS:

• College degree is preferred; High School diploma is acceptable
• Customer service experience in manufacturing, ingredients, or similar B2B environment required
• Strong ERP experience (SAP, Microsoft Dynamics 365, or equivalent) and proficiency in Microsoft Office (Excel, Outlook, Teams)
• Excellent written and verbal communication skills, with ability to interface effectively with customer and internal stakeholders at all levels.
• Ability to successfully handle multiple tasks, multi-step processes, competing priorities and work in an organized and self-supervised manner
• High level of initiative and ability to solve problems
• High attention to detail with excellent organizational and follow-up skills
• Ability to support customers across multiple time zones

The expected salary range for this position is $60,000 - $75,000 a year.

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Balchem is committed to a workplace culture that values and promotes diversity, inclusion, equal employment opportunities, and a work environment free of harassment and hostility.