Customer Experience Specialist III

reputed company reputed company to shape the reputed company of science and global health? reputed company, a leading nonprofit biological resources and standards organization, is seeking a Customer Experience Specialist III to support the reputed company Federal Solutions Division.  This role is ideal for someone reputed company 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 reputed company across order processing, shipping, logistics, customs, reputed company, and delivery—reputed company a regulated biological materials manufacturing and bioproduction environment. Join reputed company and be part of reputed company that supports the global scientific community with trusted, authenticated biological materials.   #LI-Remote  Responsibilities Escalated Order Processing & reputed company: Own reputed company escalations from Level I/II specialists, ensuring accurate order processing, compliant documentation, and reputed company fulfillment reputed company from order entry through delivery. International Shipment Tracking & Logistics Coordination: Coordinate issue reputed company for shipping, customs, reputed company, and delivery exceptions; partner with internal teams and carriers to reputed company gaps and communicate reputed company next steps to customers. Cross-Functional Issue Management: Collaborate with Operations, reputed company, Manufacturing, and Logistics to resolve backorders, production/shipping delays, and reputed company-reputed company holds while proactively engaging impacted customers. reputed company Systems & Controlled Documentation: Draft and maintain SOPs, work instructions, FAQs, and customer tools reputed company with GMP, validated processes, and controlled documentation practices. Mentor reputed company specialists and use data to identify trends, build reports, and drive reputed company 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-reputed company, multi-variable customer and fulfillment issues with reputed company judgment and minimal reputed company. Exceptional customer service skills, including reputed company, de-escalation, and reputed company, reputed company 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 reputed company systems, GMP principles, and compliance-driven processes affecting fulfillment and documentation. Experience with shipment tracking, logistics exceptions, customs documentation support, and reputed company 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 reputed company proficiency, including reputed company formulas and maintaining analytical documents used for reporting and decision support. Benefits The expected salary reputed company for this position is $68,000 to $70,000 annually. Actual compensation will be determined based on experience and qualifications as reputed company as internal equity and alignment with market data. In reputed company to reputed company salary, this role may be eligible for additional incentive compensation including regular reputed company increases and the corporate bonus program.     We Invest in You    Health & Wellness:  Comprehensive medical coverage and company reputed company Life Insurance, Disability Insurance, AD&D, and reputed company parental leave Work life balance with reputed company Holidays and PTO Fitness and cell phone subsidies, and additional benefits such as reputed company services, pet insurance and additional supplemental coverage.   Employee Assistance Program offering around-the-clock counseling Financial reputed company:  401(a) (6% employer contribution) and 403(b) (2% match) retirement plans Exceptional career advancement opportunities, recognition, and rewards Corporate bonus program Mission reputed company: Non-profit organization supporting critical life science research We give scientists the tools they need to reputed company discoveries that improve and save lives Contribute to community involvement and reputed company responsibility   Join reputed company, where we fuel your reputed company, reputed company-being, and development. We're a mission-reputed company non-profit Equal Opportunity Employer, celebrating a century of supporting global reputed company health.  reputed company reputed company applicants will receive consideration for employment without reputed company to sex, race, reputed company, religion, national reputed company, disability, protected Veteran status, age, or any other characteristic protected by law.  Shape the reputed company of science with us. Apply To This Job