Company Overview
ATCC is a globally recognized leader in biological materials, information resources, and standards development. As the foremost provider of authenticated cell lines, microorganisms, and related data, ATCC serves academia, industry, and government institutions. With nearly a century of scientific contributions, ATCC maintains the world’s largest and most diverse collection of biological reference materials. Committed to advancing research, the organization fosters scientific collaboration and innovation through its products, services, and partnerships. ATCC supports groundbreaking work in basic science, drug discovery, translational medicine, and public health. Operating as a 501(c)(3) nonprofit, ATCC is headquartered in Manassas, Virginia, with a research and technology center of excellence in Gaithersburg, Maryland.
Responsibilities
Customer Support & Interaction
- Handle incoming customer inquiries through phone, email, website contact forms, or chat.
- Process orders via multiple channels, including phone, email, website, robotic process automation (RPA), and eProcurement.
- Maintain a professional and empathetic approach in all interactions, ensuring a high level of customer satisfaction.
Order & Distribution Management
- Support domestic distribution by processing orders and addressing inquiries related to permits, shipping, order tracking, account management, cancellations, and credits/debits.
- Escalate complex orders and inquiries to the Customer Experience Specialist III when necessary.
- Log customer inquiries and issues in a system for analysis, aiding in potential product or process improvements with cross-functional teams.
Product & Resource Utilization
- Assist customers with basic product inquiries using available resources such as website information, product documentation, and training materials.
- Follow scripts, procedures, and training materials to provide solutions.
- Escalate inquiries requiring additional support or outdated materials to the Customer Experience Specialist III.
Qualifications
- High school diploma with 2-5 years of relevant experience or an equivalent combination of education and experience.
- Prior experience in customer service or a related field is preferred.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- Proficiency with CRM, ERP, and phone systems.
- Ability to multitask and prioritize efficiently in a fast-paced environment.
- Experience with various communication channels, including phone, email, and chat.
- Basic knowledge of product documentation and training materials.
- Capability to use scripts, procedures, and training resources to recommend solutions.
- Professional and empathetic approach in customer interactions.
- Strong organizational skills and ability to collaborate with cross-functional teams.
- Commitment to continuous learning and improvement in product knowledge and customer service.
- Adherence to quality, productivity, and issue resolution standards.
- Willingness to stay informed on company products, services, policies, terms, and conditions.
- Flexibility to escalate complex issues to higher-level specialists as needed.
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