Customer Experience Specialist II

ATCC; Innovation (VA); Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health coverage

Paid time off

Parental leave

Retirement plans

Bonus program

Job summary

ATCC is hiring a Customer Experience Specialist II. This remote role based in Manassas, VA supports global distribution inquiries and customer interactions via phone, email, chat, and web channels.

Responsibilities include order processing, permits, shipping coordination, tracking requests, and issue resolution. You will document customer interactions in the CRM, ensure service excellence, and coordinate with global teams to deliver a seamless customer experience.

Qualifications

• High School Diploma or equivalent required.
• 2+ years in customer service operations across multiple channels.
• Strong problem-solving and independent decision-making skills.
• Excellent verbal and written communication with a customer focus.
• Experience documenting interactions in CRM systems.

Responsibilities

• Respond to inquiries via phone, email, chat, and web channels.
• Manage international sales orders, permits, shipping coordination, tracking, cancellations, and credits/debits.
• Handle complex inquiries using critical thinking and decision-making.
• Provide basic product information and support with available resources.
• Accurately log interactions in CRM for reporting and trends.

Skills

Customer service

Multi-channel support

CRM software

Critical thinking

Communication skills

Education

High School Diploma

Tools

CRM software

Shipping platforms

Order management system

Job description

Customer Experience Specialist II

Department: Federal Solutions

Category: ATCC Federal Solutions

Job Location: US-VA-Manassas

Role Type: remote

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.