Customer Experience Specialist

Job Title: Customer Experience Specialist
Job Description

We are seeking a dedicated Customer Experience Specialist to manage various customer service functions, ensuring seamless order processing and excellent customer interaction. The role involves handling customer inquiries related to orders, product availability, and price quotations while maintaining adherence to ISO 9001 policies and procedures.

Responsibilities

• Process incoming customer calls requiring orders, price quotations, product availability, and order status.
• Manage all incoming sales orders through phone, web, email, and EDI into ROI.
• Generate quotes for stock products.
• Complete required shipping documentation for proper delivery of foreign orders.
• Perform invoicing tasks, including adding freight charges and billing customers.
• Process all credit card orders.
• Handle daily incoming company mail.
• Provide administrative support for Sales Support and Sales teams.
• Adhere to ISO 9001 policies and procedures.
• Perform additional duties as assigned.

Essential Skills

• ISO 9001 compliance
• Sales expertise
• Call center experience
• Data entry proficiency
• Customer service skills

Additional Skills & Qualifications

• Ability to interact with customers professionally
• Basic computer skills, including Microsoft Office; Salesforce and Microsoft Great Plains are highly preferred
• Excellent communication skills, both written and verbal
• Strong organizational and team-related skills
• Ability to thrive in a fast-paced, collaborative environment
• Strong work ethic and adaptability to a rapidly changing organization

Work Environment

The role is based in a cleanroom environment where steel-toed shoes are required and contact lenses are prohibited. The company manufactures products used in infectious diseases and diagnostics. Working hours are Monday through Friday, from 7:00 AM to 6:00 PM, with additional hours as needed. Enjoy benefits such as breakfast provided every Friday, potential for raises, summer cookouts, ice cream socials, and the opportunity to work in a small company environment backed by a large corporation, offering strong job security and cross-training opportunities.

Pay and Benefits

The pay range for this position is $18.00 - $19.00/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Franklin,MA.

Application Deadline

This position is anticipated to close on Aug 8, 2025.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.