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 Senior Customer Service Representative is responsible for managing complex domestic and international customer orders from entry through delivery, while serving as a key cross-functional partner across Product Management, Supply Chain, Sales, Production, Accounting, Quality, and Logistics.
This role requires a high level of ownership, judgment, and proactive communication to ensure seamless order execution, exceptional customer experience, and alignment with business priorities. The Sr. CSR will also play a critical role in enhancing collaboration between Customer Service and Product Management to improve operational efficiency, issue resolution, and customer satisfaction.
Essential Functions
Manage and process customer orders end-to-end, ensuring accuracy, timeliness, and adherence to customer requirements
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
Work with domestic and international customer service teams to ensure consistent communication, process alignment, and global account support
Coordinate with logistics, shipping, and freight forwarders for domestic and international shipments, including export documentation, SLI completion, and freight quote management
Proactively identify supply or fulfillment risks and communicate mitigation plans to internal stakeholders and customers
Handle complex customer issues including complaints, returns, and credits with a high level of ownership and follow-through
Drive continuous improvement by identifying process inefficiencies and recommending solutions to enhance customer service and cross-functional workflows
Support onboarding and mentoring of junior CSR team members as needed
Maintain compliance with all company safety policies and procedures
Perform other related duties as required
Requirements
Minimum 5 years of customer service experience in a manufacturing, ingredients, or similar B2B environment required
Demonstrated experience working in cross-functional teams, including collaboration with Product Management, Supply Chain, and global customer service teams required
Experience managing both domestic and international customer accounts, including export documentation and logistics coordination required
Strong ERP experience (SAP, Microsoft Dynamics 365, or equivalent) and proficiency in Microsoft Office (Excel, Outlook, Teams)
Proven ability to manage complex order flows, multi-step processes, and competing priorities in a fast-paced environment
Strong problem-solving skills with the ability to make independent decisions and escalate appropriately
High attention to detail with excellent organizational and follow-up skills
Excellent written and verbal communication skills, with ability to interface effectively with customers and internal stakeholders at all levels
Experience in a regulated or quality-driven industry (e.g., food, pharma, supplements, chemicals) preferred
Understanding of international trade/export processes preferred
Fluent in English and proficient in Spanish, and Portuguese preferred
Working Conditions
Role is based in the Montvale, NJ office
Primarily office-based, with extended periods working at a computer and communicating via phone and email
Ability to support customers across multiple time zones, including East Coast and LATAM regions
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.
The expected salary range for this role is $65,000 to $75,000, based on experience.
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