Hybrid Customer Experience Pro — End-to-End Order & Support

Thomas Scientific; Swedesboro (NJ); Hybrid; USD 27,000 - 39,000; Full time

Benefits offered by this job

Competitive base pay

Medical/dental/vision

401(k)

Paid time off

Professional development opportunities

Job summary

Thomas Scientific is seeking a Customer Experience Agent in a hybrid setting. You will handle inquiries via phone, email, chat, and web, manage orders from entry through delivery, and provide quotes, pricing, and product guidance.

Colleagues coordinate with sales, purchasing, logistics, and accounting to resolve issues and ensure a seamless experience. Prioritize accuracy, speed, and customer satisfaction in a growing lab-supply environment.

Qualifications

• Strong customer service and order-management experience in a fast-paced environment.
• Ability to communicate clearly and professionally across channels.
• Comfort with CRM, ERP, and order-entry systems; attention to detail is essential.

Responsibilities

• Be the primary contact for customers across phone, email, chat, and web.
• Manage full order lifecycle: enter, confirm pricing/availability, track orders, and follow up on backorders.
• Provide product information and basic application guidance; escalate complex questions.
• Prepare and follow up on quotes and bids, including pricing where applicable.
• Process returns, credits, and order corrections through closure.
• Investigate and resolve customer issues, coordinating with sales, purchasing, logistics, and accounting.
• Support institutional and eProcurement customers; honor contracts and workflows.
• Maintain CRM/order-management records; share feedback for service improvements.
• Meet or exceed service metrics for responsiveness, accuracy, and satisfaction.

Skills

Customer service

Order management

Communication skills

CRM familiarity

Microsoft Office

Attention to detail

Multitasking

Education

High school diploma or GED

Associate or bachelor's degree preferred

Tools

Salesforce

ERP/order-entry platforms

Job description

Thomas Scientific is seeking a Customer Experience Agent in a hybrid setting. You will handle inquiries via phone, email, chat, and web, manage orders from entry through delivery, and provide quotes, pricing, and product guidance.

Colleagues coordinate with sales, purchasing, logistics, and accounting to resolve issues and ensure a seamless experience. Prioritize accuracy, speed, and customer satisfaction in a growing lab-supply environment.