Customer Experience Specialist III

ATCC•Manassas, VA

18h•Remote

About The Position

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.

Requirements

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.

Nice To Haves

Advanced Excel proficiency, including complex formulas and maintaining analytical documents used for reporting and decision support.

Responsibilities

Own complex escalations from Level I/II specialists, ensuring accurate order processing, compliant documentation, and timely fulfillment outcomes from order entry through delivery.
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.
Collaborate with Operations, Quality, Manufacturing, and Logistics to resolve backorders, production/shipping delays, and quality-related holds while proactively engaging impacted customers.
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.