Specialist, Customer Experience

Antylia Scientific; Vernon Hills (IL); Hybrid; USD 24,796 - 27,552; Full time

Benefits offered by this job

401(k) company match

Paid Time Off (15 days annually)

Paid Holidays (10 days)

Job summary

Antylia Scientific in Vernon Hills, IL is seeking a Customer Experience Specialist to handle multi-channel customer interactions, ensuring high satisfaction and accurate order processing. This role works in a hybrid environment and supports customers worldwide.

Ideal candidates have 1–2+ years in customer service, strong communication skills, and comfort with Microsoft Office and basic data systems. Bachelor's degree preferred; relocation not offered.

Qualifications

• High School Diploma required; Bachelor’s degree preferred.
• 1 to 2+ years customer service experience with international focus preferred.
• Proficiency with Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint; ability to learn other software.
• Aptitude to learn scientific vocabulary/terminology and to communicate clearly at all levels.
• Thrives in a fast-paced, collaborative environment with deadlines.

Responsibilities

• Support customers via e-mail, phone, and other channels.
• Actively listen and identify customer needs to provide top-tier service.
• Investigate inquiries and determine proper course of action.
• Attend vendor and department meetings for training and documentation updates.
• Provide product documentation support including manuals, data sheets, and certificates.
• Assist customers in buying decisions and identify cross-sell/upsell opportunities.
• Process and update orders/quotes accurately and timely.
• Respond to post-order service requests and resolve issues or delays.
• Ensure compliance with national security/export requirements.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Microsoft Office

AS400

Attention to detail

Education

High School Diploma

Bachelor's degree preferred

Tools

AS400

Job description

Job Title: Customer Experience Specialist

Reports To: Manager, Customer Experience

Position Location: Vernon Hills, IL

Work Type: Hybrid

FLSA Status (Exempt/Non-Exempt): Non-Exempt

Position Summary

Customers are at the center of everything we do at Antylia Scientific. Customer Experience Specialists are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience center of excellence, responding to all our scientific customers around the world.

Key Responsibilities

• Supporting customers via e-mail, phone, and other channels.
• Actively listen and identify customer needs and concerns to effectively provide top tier service.
• Investigates customer inquiries and identify proper course of action.
• Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relates to work duties.
• Responsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed.
• Assists customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities.
• Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
• Responds to post-order customer service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.
• Responsible for national security requirements and export compliance of all transactions.
• Performs other duties as assigned.

Education

• High School Diploma Required; Bachelor’s degree from an accredited learning institution preferred.

Experience

• 1 to 2+ years customer service related experience with international focus preferred.

Minimum Requirements/Qualifications

• Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.
• Capable of using learned knowledge to drive in the moment business decisions.
• Aptitude to learn and comprehend scientific vocabulary/terminology.
• Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
• Strong work ethic and an ability to excel within a rapidly changing and growing organization.

Compensation & Benefits

• Salary Range: $18-$20/hr, depending on location, experience, and qualifications.
• Benefits coverage begins day 1, including the following:
• Medical, Dental, Vision Insurance
• Disability Insurance
• Life Insurance
• 401(k) company match
• Paid Time Off (15 days annually)
• Paid Holiday time (10 company-designated days)
• Tuition Assistance
• Additional benefits available with company package

This position has not been approved for Relocation Assistance.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.