Customer Experience Specialist III

Overview

Ready to shape the future of science and global health? ATCC, a leading nonprofit biological resources and standards organization, is seeking a Customer Experience Specialist III to support the ATCC Federal Solutions Division. This role is ideal for someone ready to transition proven customer service and international shipment tracking experience into an exceptional career with a mission-driven nonprofit biotech. The Specialist owns escalated order and delivery issues—coordinating resolution across order processing, shipping, logistics, customs, freight, and delivery—within a regulated biological materials manufacturing and bioproduction environment. Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.

Responsibilities

• Escalated Order Processing & Resolution: Own complex escalations from Level I/II specialists, ensuring accurate order processing, compliant documentation, and timely fulfillment outcomes from order entry through delivery.
• International Shipment Tracking & Logistics Coordination: Coordinate issue resolution for shipping, customs, freight, and delivery exceptions; partner with internal teams and carriers to close gaps and communicate clear next steps to customers.
• Cross-Functional Issue Management: Collaborate with Operations, Quality, Manufacturing, and Logistics to resolve backorders, production/shipping delays, and quality-related holds while proactively engaging impacted customers.
• Quality Systems & Controlled Documentation: Draft and maintain SOPs, work instructions, FAQs, and customer tools aligned with GMP, validated processes, and controlled documentation practices. Mentor frontline specialists and use data to identify trends, build reports, and drive continuous improvement in service performance.

Qualifications

• High School diploma and 4 or more years' experience, including 0–2 years' supervisory experience or equivalent experience.
• Demonstrated autonomy resolving high-impact, multi-variable customer and fulfillment issues with sound judgment and minimal oversight.
• Exceptional customer service skills, including empathy, de-escalation, and clear, professional communication across channels.
• Proven experience resolving order processing issues and coordinating end-to-end fulfillment in regulated manufacturing, bioproduction, or life sciences operations.
• Working knowledge of quality systems, GMP principles, and compliance-driven processes affecting fulfillment and documentation.
• Experience with shipment tracking, logistics exceptions, customs documentation support, and carrier coordination (not required to be a global distribution expert).
• Proficiency with CRM/ERP tools and case documentation to support traceability and trend analysis.
• Highly preferred: Advanced Excel proficiency, including complex formulas and maintaining analytical documents used for reporting and decision support.

Benefits

The expected salary range for this position is $68,000 to $70,000 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, and paid parental leave
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as legal services, pet insurance and additional supplemental coverage.
  • 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.