Customer Service Specialist - Order Entry

Req ID #:  215249

Wilmington, MA, US, 01887

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.


IMPORTANT:   In order to be considered for this position, a resume/CV must be uploaded and submitted during the application process.  Please make sure work history and education are added correctly.   

Job Summary

We are seeking an entry level, Customer Service Specialist at our Wilmington location.   This individual will provide dependable, quality customer service, including response to product inquiries, efficient order coordination and processing, and routine problem solving.


**Up to $1,000 sign on bonus** (CRL employees not eligible)

Work Week Schedule:  Monday - Friday

Training Schedule:  8:30 am - 5:00 pm    -    Schedule after Training:    9:30 am - 6:00 pm 



  • Enter orders and price quotations for products and services, including changes to existing orders; establish new customer accounts, as well as update existing accounts with data management group; record lost orders; and send order confirmations.
  • Fully utilize SalesForce for documentation of all customer communications.
  • Respond to basic inquiries via telephone, e-mail, and/or live chat regarding products and services.
  • Communicate animal availability, product information, and delivery schedules.
  • Resolve basic problems and customer complaints; escalate complex issues.
  • Serve as liaison between Inventory Specialist at all Charles River facilities and other support groups to effectively process orders and satisfy customer requests.
  • Coordinate with transportation carriers and/or freight forwarders regarding shipments.
  • Coordinate information regarding new business, customer issues, or other pertinent customer information to the Sales organization.
  • Process routine reports as required.
  • May process applicable paperwork for shipment of international orders. 
  • May be responsible for basic assigned account(s).
  • Must be able to come to our Wilmington site during training.
  • Perform all other related duties as assigned. 


  • High School diploma or GED (General Education Degree).
  • One to two years related experience and/or training.
    • An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
  • Must be able to use discretion, tact, and diplomacy.
  • Must be able to prioritize and multi-task.
  • Must have excellent organizational skills.
  • Ability to work independently.
  • Proficient in computers (IE:  MS Office Suite).


  • Associate’s Degree (A.A./A.S.) or equivalent in Business or related discipline.
  • Customer Service experience.
  • Service Cloud
  • Cisco telephone systems. 

The hourly pay rate for this position is $21.00.  Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

IMPORTANT: A resume is required to be considered for this position. If you have not uploaded your resume in your candidate profile, please return to upload field and attach your resume/CV. 

About Research Models & Services 
Fundamental to basic research and discovery is the use of in vivo models to help identify disease targets and determine potential biological pathways that regulate the condition.  As the world’s leader in the production and distribution of the highest quality research animal, with 1 out of 2 animal models produced for preclinical research globally, we understand the importance of this step. With seven decades of experience, our expertise is unmatched, allowing us to provide you with the perfect model, including disease-specific and preconditioned options, for basic research and beyond. 


About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 86% of the drugs approved by the FDA in 2021.


Equal Employment Opportunity
Charles River Laboratories is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit

Nearest Major Market: Boston

Job Segment: Pharmaceutical, Laboratory, Cisco, ERP, Science, Research, Technology