Specialist, Customer Experience

COLE-PARMER INSTRUMENT COMPANY•Vernon Hills, IL

9h•Hybrid

About The Position

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.

Requirements

High School Diploma Required
Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed.
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.

Nice To Haves

Bachelor’s degree from an accredited learning institution preferred.
1 to 2+ years customer service related experience with international focus preferred.
Experience using an AS400 and/ or other Customer database Management system is a plus.
International export customer service-related experience preferred.

Responsibilities

Supporting customers via e-mail, phone, and other channels.
Actively listen and identify customer needs and concerns to effectively provide top tier service.
Responsible for notifying customers and dealers of any irregularities in the export order and the proper remedies that will be required.
Schedule shipments with freight forwarder and ships merchandise in most efficient means of transportation with all required documents.
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.
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 end-use screening validating end user information. Verifies end use of product, ultimate destination for orders.
Responsible for export compliance with all transactions, including verification of denied parties, AES filing, when required, and determining if export license is required.
Maintains knowledge of documentation requirements, acceptable payment terms, and mode of shipment for assigned countries. Country assignments are determined by department management.
Attends vendor and department meetings for continued learning including product training, product documentation, product export compliance and other functions that relate to work duties.
Performs other duties as assigned.