ATCC

  • Senior Customer Support Administrator

    Job Locations US-VA-Manassas
    Job ID
    2018-2176
    Department
    ATCC Federal Solutions
  • 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 Support Administrator monitors and responds to Special/Contracted Distributors customer orders and inquiries in an independent, professional and timely manner. This includes the processing of requests for ATCC material and special orders into the enterprise system.  The incumbent serves as liaison between the customers and ATCC internal operations and scientific staff. There may also be involvement with the external Project/Contract Officers. The incumbent also implements marketing programs as assigned.  The Senior Customer Support Administrator actively complies with all ATCC corporate and program policies and procedures.

     

    Responsibilities

    1. Receives customer contacts via telephone, e-commerce and written inquiries for Special Orders and ATCC materials from customers worldwide.
    2. Completes and processes associated paperwork in accordance with established procedures using the enterprise system.
    3. Serves as liaison between customers and all ATCC programs’ staff. 
    4. Screens and pre-qualifies Distributor’s customers requesting materials.  
    5. Maintains customer documents in both manual and electronic formats to support audit requirements.  
    6. Monitors requests/orders utilizing the enterprise system for on-time shipment and takes appropriate follow-up actions on any missed commitments. 
    7. Actively communicates with International Market Segment Manager on customer and product issues.  
    8. Composes, prepares and maintains customer correspondence including requests for permits and laboratory facility letters. 
    9. Works with Regulatory Affairs department on shipment approvals process to insure a timely fulfillment of  request.
    10. Daily contact with Customer Service Supervisor to ensure adequate coverage in all the service areas.
    11. Completes monthly activity reports, in a timely manner, to include outstanding orders and request processed. 
    12. Assist with training and mentoring new team members as necessary. 
    13. Demonstrate working knowledge of Qualtrax by writing and review of work instructions, process flow and documents to improve departmental documentation. Assist with training and presentations as necessary. Demonstrate working knowledge of Cognos reports by working with Supervisor to set up reports for CSRs, providing written work instructions and one-on-one training as necessary. 
    14. Implements marketing programs requiring contact with customers including satisfaction surveys, upsell and cross sell programs and new product announcements as assigned. 
    15. Performs other ancillary duties as assigned.

    Qualifications

    Education and Experience:

    • A Bachelor’s degree in a business or related discipline with a minimum of 3 years work experience in a customer service or a sales role, with demonstrated increasing levels of responsibilities are required. Relevant work experience may be substituted in part for education depending upon applicability.  
    • Must have demonstrated experience interacting with Operations and/or Science staff resolving customers concerns through contact center experience, field or phone sales, etc.  
    • Requires a flexible, pro-active, “can-do” attitude with a healthy sense of urgency. 

     

    Knowledge, Skills and Abilities: 

    • Team player as well as being able to work independently.
    • Competent working knowledge of an enterprise system.
    • Advanced knowledge of order fulfillment, quotes, complaints and customer data for both domestic and international customers
    • Excellent organizational skills, with the ability to prioritize tasks and to manage time effectively.
    • Excellent interpersonal skills with the ability to communicate at all levels.
    • Proven ability to work effectively across functional groups.
    • Demonstrated leadership skills with either staff or projects.
    • Dependable and able to act with discretion.
    • Proficient with PC desktop environment to include Microsoft Office, Internet, and enterprise applications.
    • Excellent verbal and written skills

    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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