Supervisor, Customer Experience

Team Supervision and Performance Management: Supervise Customer and Product Experience Specialists responsible for processing orders, corresponding with customers, resolving inquiries and issues, and coordinating internally with business units. Monitor daily team performance and manage resources to achieve key performance indicators (KPIs) and operational targets.

• Customer Interaction and Issue Resolution: Assist in answering and responding to customer overflow to ensure timely resolution of customer orders, inquiries, and issues. Resolve elevated customer inquiries or issues and product-related complaints, liaising between customers and business units as needed to resolve escalations.

• Process Improvement and Cross-Functional Collaboration: Use CRM, ERP, and phone systems to perform job duties, manage processes, and gather data. Monitor correspondence and customer satisfaction survey results to identify training needs and improve service levels. Provide support and resources for cross-functional projects, initiatives, and meetings, and recommend and execute changes to scripts, procedures, and other resources.

• Bachelor's degree and 5 or more years' experience, including 0-2 years' supervisory experience or equivalent experience.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proven ability to handle escalated customer issues and resolve conflicts effectively.
• Proficiency in using CRM, ERP, and phone systems.
• Strong analytical skills with the ability to gather and interpret data to improve processes.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• High level of professionalism and empathy in customer interactions.
• Strong organizational skills and the ability to work collaboratively with cross-functional teams.
• Commitment to continuous learning and improvement in customer service skills and product knowledge.
• Ability to adhere to established quality, productivity, and issue resolution strategies.
• Willingness to stay up to date on current products, services, policies, terms, and conditions within the organization.
• Flexibility to support cross-functional projects, initiatives, and meetings as needed.

The expected salary range for this position is $70,000 to $75,000 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
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
  • 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, championing diversity and inclusivity. When you work at ATCC, you become a part of that mission, one we've committed to for almost 100 years.Shape the future of science with us.

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.