Job Title: Customer Experience Specialist Senior

Reports To: Manager, Customer Experience

Position Location: Vernon Hills, IL

FLSA Status: Non-Exempt

Position Summary:

Customers are at the center of everything we do at Antylia Scientific. Senior Customer Experience Specialists are responsible for consistently providing the highest level of customer satisfaction. This role is a member of the Customer Experience center of excellence and is responsible for leading processes by responding and supporting to the needs of key accounts for our scientific customers around the world.

Roles / Responsibilities:

• Leads the support of essential processes via e-mail, phone, and other channels.
• Direct support for key accounts and partners with global commercial teams to service customer needs.
• Initiates process continuity and improvement for support processes related to quality compliance, global order fulfillment, bid proposals and contract agreements, export compliance and others as needed.
• Is a leader amongst peers for supporting customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities.
• Independently resolves post-order support requests such as customer complaints and process errors. Assists others in decision making process for returns/or replacement requests to resolve customer issues or complaints as needed.
• Actively listens to and identifies customer needs and concerns to effectively provide top tier service.
• Investigates customer inquiries and identifies proper course of action for resolution of root cause when appropriate.
• 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.
• Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
• Responsible for national security requirements and export compliance of all transactions.
• Performs other duties as assigned.

Requirements / Qualifications:

• High School Diploma Required; Bachelor's degree from an accredited learning institution preferred.
• 0 to 2 years customer service related experience.
• 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.
• Proven ability to take calculated risks.
• Track record of successful process/project management.
• Aptitude to learn and comprehend scientific vocabulary/terminology.
• Requires minimal direction on process management.
• Effectively manages time in order to ensure workload and key deliverables are completed.
• 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.

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 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.