Specialist, Customer Experience

divh2Customer Experience Specialist/h2pReports To: Manager, Customer Experience/ppPosition Location: Vernon Hills, IL/ppWork Type: Hybrid/ppFLSA Status (Exempt/Non-Exempt): Non-Exempt/ppPosition Summary:/ppCustomers 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./ppKey Responsibilities:/pulliSupporting customers via e-mail, phone, and other channels./liliActively listen and identify customer needs and concerns to effectively provide top tier service./liliInvestigates customer inquiries and identify proper course of action./liliAttends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relates to work duties./liliResponsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed./liliAssists customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities./liliProcesses and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics./liliResponds 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./liliResponsible for national security requirements and export compliance of all transactions./liliPerforms other duties as assigned./li/ulpEducation:/pulliHigh School Diploma Required; Bachelors degree from an accredited learning institution preferred./li/ulpExperience:/pulli0 to 2 years customer service related experience./li/ulpMinimum Requirements/Qualifications:/pulliProven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/or other Customer database Management system is a plus./liliCapable of using learned knowledge to drive in the moment business decisions./liliAptitude to learn and comprehend scientific vocabulary/terminology./liliThrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints./liliExcellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization./liliStrong work ethic and an ability to excel within a rapidly changing and growing organization./li/ulpCompensation Benefits:/pulliSalary Range: $18-$20/hr, depending on location, experience, and qualifications./liliBenefits coverage begins day 1, including the following:/liolliMedical, Dental, Vision Insurance/liliDisability Insurance/liliLife Insurance/lili401(k) company match/liliPaid Time Off (15 days annually)/liliPaid Holiday time (10 company-designated days)/liliTuition Assistance/liliAdditional benefits available with company package/li/ol/ulpThis position has not been approved for Relocation Assistance./ppThe above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it./ppAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status./p/div