Escalated Order Processing & Resolution: Own complex escalations from Level I/II specialists, ensuring accurate order processing, compliant documentation, and timely fulfillment outcomes from order entry through delivery.
International Shipment Tracking & Logistics Coordination: Coordinate issue resolution for shipping, customs, freight, and delivery exceptions; partner with internal teams and carriers to close gaps and communicate clear next steps to customers.

Cross-Functional Collaboration:

Collaborate with Operations, Quality, Manufacturing, and Logistics to resolve backorders, production/shipping delays, and quality-related holds while proactively engaging impacted customers.
Mentor frontline specialists and use data to identify trends, build reports, and drive continuous improvement in service performance.

Qualifications & Systems:

Demonstrated autonomy resolving high-impact, multi-variable customer and fulfillment issues with sound judgment and minimal oversight in regulated manufacturing or life sciences.
Exceptional customer service skills, including empathy, de-escalation, and clear, professional communication across channels.
Proficiency with CRM/ERP tools and case documentation for traceability and trend analysis, with advanced Excel skills preferred for complex formulas and analytical reports.

ATCC

ATCC is a leading nonprofit biological resources and standards organization that provides trusted, authenticated biological materials to support the global scientific community. It is a mission-driven nonprofit biotech with a culture focused on supporting critical life science research, improving and saving lives, and offering exceptional career advancement opportunities, recognition, and rewards.

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