Supervisor, Customer Experience

Initial Therapeutics, Inc.; Manassas (VA); Remote; USD 70,000 - 75,000; Full time

Job summary

Join a leading nonprofit organization dedicated to advancing global health as a Supervisor of Customer Experience. In this remote role, you will lead a team of dedicated specialists, ensuring exceptional service and efficient order processing. You will play a crucial role in resolving customer issues and enhancing overall satisfaction. This position offers a unique opportunity to contribute to vital life sciences research while enjoying a competitive salary and comprehensive benefits. Be part of a mission-driven organization that values your professional growth and well-being.

Benefits

Comprehensive Medical Coverage

Paid Holidays and PTO

Fitness Subsidies

401(a) Retirement Plan

403(b) Retirement Plan

Employee Assistance Program

Life Insurance

Disability Insurance

Corporate Bonus Program

Legal Services

Qualifications

• 5+ years experience in customer service with supervisory experience.
• Strong leadership and communication skills are essential.
• Experience with CRM and ERP systems is required.

Responsibilities

• Supervise a team of Customer Experience Specialists.
• Assist in resolving customer inquiries and escalated issues.
• Monitor team performance and manage resources effectively.

Skills

Leadership

Customer Service

Communication

Analytical Skills

Conflict Resolution

Process Improvement

Education

Bachelor's Degree

Tools

CRM Systems

ERP Systems

Phone Systems

Job description

Ready to shape the future of science and global health? ATCC, a leading nonprofit biological resources and standards organization, is seeking local candidates for a remote Supervisor, Customer Experience role. As the Supervisor, Customer Experience, you'll oversee a dedicated team of Customer and Product Experience Specialists, ensuring efficient order processing, customer correspondence, and issue resolution. You'll uphold a culture of excellence by maintaining streamlined processes and accurate product and service information. Additionally, you'll handle escalated issues and act as a vital liaison between customers and internal business units.

Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.

Local candidates highly preferred. This is a remote role that requires a site visit to Manassas, VA one day per quarter. Prior experience in Technical Customer Service and leading a team is required. Background in life sciences or biology is a plus but not required. Working hours for this position are 10:30 am - 7:00 pm EST, Monday - Friday.

#LI-Remote

Responsibilities

• Team Supervision and Performance Management:Supervise Customer and Product Experience Specialists responsible for processing orders, corresponding with customers, resolving inquiries and issues, and coordinating internally with business units. Monitor daily team performance and manage resources to achieve key performance indicators (KPIs) and operational targets.

• Customer Interaction and Issue Resolution:Assist in answering and responding to customer overflow to ensure timely resolution of customer orders, inquiries, and issues. Resolve elevated customer inquiries or issues and product-related complaints, liaising between customers and business units as needed to resolve escalations.

• Process Improvement and Cross-Functional Collaboration:Use CRM, ERP, and phone systems to perform job duties, manage processes, and gather data. Monitor correspondence and customer satisfaction survey results to identify training needs and improve service levels. Provide support and resources for cross-functional projects, initiatives, and meetings, and recommend and execute changes to scripts, procedures, and other resources.

Qualifications

• Bachelor's degree and 5 or more years' experience, including 0-2 years' supervisory experience or equivalent experience.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proven ability to handle escalated customer issues and resolve conflicts effectively.
• Proficiency in using CRM, ERP, and phone systems.
• Strong analytical skills with the ability to gather and interpret data to improve processes.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• High level of professionalism and empathy in customer interactions.
• Strong organizational skills and the ability to work collaboratively with cross-functional teams.
• Commitment to continuous learning and improvement in customer service skills and product knowledge.
• Ability to adhere to established quality, productivity, and issue resolution strategies.
• Willingness to stay up to date on current products, services, policies, terms, and conditions within the organization.
• Flexibility to support cross-functional projects, initiatives, and meetings as needed.

Benefits

The expected salary range for this position is $70,000 to $75,000 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
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
  • 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.