• Senior Customer Service Representative

    Job Locations US-VA-Manassas
    Job ID
    Sales & Marketing
    Posted Date
  • Overview

    Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge. 

    The Senior Customer Service Representative makes and receives telephone calls for the purpose of taking orders, answering non-technical questions, and handling escalated customer calls and implementing marketing programs as assigned. The incumbent processes the associated paperwork and performs data entry as it relates to the processing of orders and customer data. The Senior Customer Service Representative is responsible for assigned key accounts and provides regular customer follow-up. The incumbent complies with all ATCC corporate policies and procedures


    1. Responds promptly and professionally to domestic and international customer inquiries associated with the placing or tracking of orders and quotes.
    2. Enters customer/order data into the computer following prescribed format. Verifies information in accordance with established procedures.
    3. Proven above average accuracy and attention to detail.
    4. Proof reads variety of orders to ensure accuracy and complies with ATCC policies.  
    5. Resolves customer problems involving supply, delays, shipping which may require ordering, research and contact with various departments.
    6. Edits orders received for price and nomenclature.
    7. Processes orders received via mail, phone, web, fax, email and/or EDI in accordance with established procedures. Processes orders, new account applications, permits and shipping documents as assigned.
    8. Informs customers of prices, shipping dates and anticipated delays using mail or phone.
    9. Resolves customer complaints or concerns within the scope of this position or directs the call to more senior level person.
    10. Organizes and maintains paper and electronic files of associated orders.
    11. May check with production planning, inventory control and shipping operations to determine product availability.
    12. Implements marketing programs requiring contact with customers including satisfaction surveys, upsell and cross sell programs and new announcements as assigned.
    13. Performs other ancillary duties as assigned.


    Education and Experience: 


    A high school diploma or equivalent and four or more years customer service experience in a high-volume, customer contact environment are required.

    An Associate’s or Bachelor’s degree may, in part, be substituted for relevant work experience.


    Knowledge, Skills, and Abilities:

    • Excellent telephone etiquette
    • Excellent verbal skills to professionally relate to customer telephone and email inquiries
    • Works independently to accomplish tasks; requires direction for new assignments
    • Completes training in and demonstrates the ability to process permits and shipping paperwork for both domestic and international customers
    • Excellent organizational skills with keen attention to detail
    • Excellent verbal and written communication skills
    • Experience with Microsoft Office
    • Meets or exceeds all KSAs and Core Competencies of a Customer Service Representative
    • Previous experience with ERP desirable 

    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.


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