客户体验专员 II
Customer Experience Specialist II
Overview
想要塑造科学和全球健康的未来吗？一家为科学和健康提供可信生物材料的全球非营利组织，ATCC 正在招聘一名客户体验专员 II。该远程职位位于弗吉尼亚州马纳萨斯，为全球分发查询和客户互动提供全面支持，涵盖电话、电子邮件、聊天和网页渠道。该职位通过处理订单、解决查询、协调国际运输并确保无缝的客户体验，为全球客户提供支持。
我们正在寻找客户体验专员 II，理想人选具备客户服务和国际销售订单处理经验，支持全球分发和客户支持运营。加入 ATCC，成为一支为全球科学界提供可信、经认证生物材料的团队的一员。
职责
- 客户支持：通过电话、电子邮件、聊天和网页渠道回应客户查询，同时提供网站协助，并在适当的时候将复杂问题升级。
- 订单处理：管理国际销售订单、许可证、运输协调、跟踪请求、取消和信用/借记操作。
- 问题解决：处理复杂且高优先级的客户查询，通过批判性思维和合理决策解决问题。
- 产品支持：利用现有资源和文档提供基本的产品信息和支持。
- CRM 文档：在 CRM 系统中准确记录客户互动和查询，以支持报告和趋势识别。
- 服务卓越：提供专业、富有同理心的客户服务，同时满足既定的质量和生产率要求。
资格
- 最低要求：高中文凭和 2 年相关经验。
- 具备支持客户服务运营的经验，并能在多个沟通渠道上处理客户查询。
- 具备强大的批判性思维、解决问题和决策能力，能够独立解决复杂的客户问题。
- 出色的口头和书面沟通能力，具有以客户为中心的方法。
- 能够在快节奏的环境中管理多项优先任务，同时保持准确性和细节关注。
- 具备在 CRM 系统中记录客户互动和维护记录的经验。
- 优先考虑：熟悉全球运输流程、许可证和国际业务。
查看英文原文
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.
Originally posted on Himalayas