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.
Leads the Customer Care team to maximize the Customer Experience. Provides leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Acts as a change agent; understands and reorganizes to provide Customer Support best practices, and partners with the commercial team in achieving organization objectives. Position manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Role works on issues where analysis of situations or data requires an in-depth knowledge or organizational objectives and implements strategic policies when selecting methods, techniques and evaluation criteria for obtaining results.
This position must work and think independently, but also provide leadership and work as part of the team (both functionally and cross-functionally); duties of this position are to be completed under minimal guidance. Discretion in handling assigned responsibilities, including the ability to resolve problems and exercise good judgment while maintaining confidentiality. Erroneous decisions or failure to achieve results will impact goals of the organization and may jeopardize overall business activities. Functions are to be completed in a timely manner with acceptable quality.
Carry out management responsibilities in accordance with the organization’s policies and procedures; has authority either directly or through recommendations for employment decisions to include selection, training, performance evaluations, counseling, promotions and terminations.
Recommend updates to pricing and shipping & handling fees based on regular review of industry practices and competitive data.
Communicate regularly with Operations Management to ensure the availability of products and to fulfill orders according to corporate service targets.
Plan and implement programs for Customer Service members working with sales and marketing to grow revenue and meet other corporate objectives.
Education & Experience:
Knowledge, Skills & Abilities:
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.