Specialist, Customer Experience

Cole--parmer-Instrument-Company; Vernon Hills (IL); Hybrid; USD 24,796 - 27,552; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401(k) company match

Paid Time Off

Paid Holiday time

Tuition Assistance

Job summary

Antylia Scientific is seeking a Customer Experience Specialist in Vernon Hills, IL. You will be a key member of the Customer Experience center, handling inquiries across multiple channels to ensure the highest level of customer satisfaction.

With a hybrid work setup, this non-exempt role emphasizes excellent communication and problem-solving skills to support global scientific customers. Benefits start day 1, and salary ranges align with experience.

Qualifications

• High School Diploma required; Bachelor’s degree preferred.
• 1–2+ years customer service experience with international focus preferred.

Responsibilities

• Support customers via e-mail, phone, and other channels.
• Actively listen and identify customer needs to provide top-tier service.
• Investigate customer inquiries and identify the proper course of action.
• Provide product documentation support including manuals, data sheets, and certificates.
• Assist customers in buying decisions and recognize cross-sell opportunities.
• Process and update orders/quotes accurately and timely.

Skills

Customer service

Communication

Multichannel support

Cross-sell upsell

Education

High School Diploma

Bachelor’s degree (preferred)

Tools

Microsoft Office

AS400 / CRM

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Specialist, Customer Experience

Job Title: Customer Experience Specialist

Reports To: Manager, Customer Experience

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.
• 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.