Customer Experience Specialist II

Overview

Ready to shape the future of science and global health? A global nonprofit that provides trusted biological materials for science and health, ATCC is hiring a Customer Experience Specialist II. This remote position based in Manassas, VA provides comprehensive support for global distribution inquiries and customer interactions across phone, email, chat, and web channels. The role supports customers worldwide by processing orders, resolving inquiries, coordinating international shipments, and ensuring a seamless customer experience.

We are seeking Customer Experience Specialist II, ideally with customer service and international sales order processing experience supporting global distribution and customer support operations. Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials. 

Responsibilities

• Customer Support: Respond to customer inquiries through phone, email, chat, and web channels while providing website assistance and escalating complex issues when appropriate.
• Order Processing: Manage international sales orders, permits, shipping coordination, tracking requests, cancellations, and credit/debit activities.
• Issue Resolution: Handle complex, high-priority customer inquiries and resolve issues through critical thinking and sound decision-making.
• Product Support: Provide basic product information and support utilizing available resources and documentation.
• CRM Documentation: Accurately record customer interactions and inquiries within CRM systems to support reporting and trend identification.
• Service Excellence: Deliver professional, empathetic customer service while meeting established quality and productivity expectations.

Qualifications

• Minimum Requirement: High School Diploma and 2 years of experience.
• Experience supporting customer service operations and managing customer inquiries across multiple communication channels.
• Strong critical thinking, problem-solving, and decision-making skills with the ability to resolve complex customer issues independently.
• Excellent verbal and written communication skills with a customer-focused approach.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Experience documenting customer interactions and maintaining records within CRM systems.
• Preferred: Familiarity with global shipping processes, permits, and international order fulfillment activities.

Benefits

The expected salary range for this position is $50,000 to $60,000 annually. Actual compensation will be determined based on experience and qualifications as well as internal equity and alignment with market data. In addition to base salary, this role may be eligible for additional incentive compensation including regular merit increases and the corporate bonus program.

We Invest in You 

• Health & Wellness: 
  • Comprehensive medical coverage and company paid Life Insurance, Disability Insurance, AD&D, and paid parental leave
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as legal services, pet insurance and additional supplemental coverage.  
  • Employee Assistance Program offering around-the-clock counseling
• Financial security: 
  • 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans
  • Exceptional career advancement opportunities, recognition, and rewards
  • Corporate bonus program
• Mission Focused:
  • Non-profit organization supporting critical life science research
  • We give scientists the tools they need to make discoveries that improve and save lives
  • Contribute to community involvement and social responsibility

Join ATCC, where we fuel your success, well-being, and development. We're a mission-focused non-profit Equal Opportunity Employer, celebrating a century of supporting global public health.  All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.  Shape the future of science with us.