Customer Service Specialist (Chemical & Life Sciences Industry)

Overview

Customer Service Specialist

Location: Darmstadt, Germany (Hybrid)

Company: ITW Reagents – (Division of ITW - Illinois Tool Works Inc.)

About Us

Illinois Tool Works Inc. (ITW) is a Fortune 300 global multi-industrial manufacturing leader with revenues of $15.9 billion in 2024. With operations in over 52 countries and more than 45,000 employees worldwide, ITW’s seven industry-leading segments apply the unique ITW Business Model to deliver innovative, customer-focused solutions with best-in-class margins and returns.

Our ITW Reagents Division is a trusted brand in laboratory and life science chemicals. From our production sites in Darmstadt and Barcelona, and distribution centers in Germany, Spain, and Italy, we serve partners in industry, research, and trade with high-quality chemicals and biochemicals.

The Opportunity

We are looking for a proactive and customer‑focused Customer Service Specialist to support our chemical, laboratory, pharma, and biopharma product lines. The ideal candidate will play a key role in ensuring a seamless customer experience, supporting order management, coordinating with internal teams, and maintaining strong relationships with clients across Europe.

Key Responsibilities

• Manage the full order-to-delivery process for chemical, laboratory, pharma, and biopharma products.
• Serve as the primary point of contact for customer inquiries (pricing, availability, order status, documentation, technical questions).
• Process orders, quotations, returns, and credit notes in the internal ERP/CRM systems.
• Coordinate with logistics, supply chain, sales, and technical support to ensure on‑time deliveries and customer satisfaction.
• Handle customer complaints and escalate issues when necessary.
• Ensure compliance with industry regulations (REACH, GMP, ISO) when applicable.
• Maintain accurate customer data and support reporting activities.
• Support the sales team with documentation, product information, and administrative tasks.

Required Qualifications

• Bachelor’s degree or equivalent experience in Chemistry, Life Sciences, Business Administration , or a related field.
• Previous experience (2+ years) in Customer Service , ideally within the chemical, laboratory, pharma, or biopharma sectors .
• Strong understanding of B2B customer processes in regulated industries.
• Proficiency with ERP/CRM systems (SAP, Oracle, Salesforce or similar).
• Excellent communication skills in German & English.
• Ability to manage priorities in a fast‑paced environment and work with urgency.

Key Competencies

• Customer-centric mindset
• Strong problem-solving skills
• Attention to detail and accuracy
• Collaboration and cross-functional teamwork
• Ability to work under pressure and meet deadlines

What We Offer

• Opportunity to join a global company in the chemical and life sciences industry
• Dynamic and multicultural work environment
• Onboarding and continuous training
• Competitive compensation package
• Hybrid work options (depending on role requirements)

Ready to make an impact in sales and grow with a global leader in the chemical industry?

Apply now and join a team that values innovation, collaboration, and excellence.