Specialist, Customer Experience

Job Description

Job Description

Job Title: Customer Experience Specialist
Reports To: Manager, Customer Experience
Position Location: Vernon Hills, IL
Work Type: Hybrid
FLSA Status (Exempt/Non-Exempt): Non-Exempt

About Antylia:

At Antylia Scientific, we believe the future of science is shaped by the collective power of expertise.

As the home of trusted scientific brands—including Cole-Parmer, Environmental Express, and ZeptoMetrix—we bring together specialized knowledge, innovative products, and dedicated people to help laboratories, manufacturers, healthcare organizations, and researchers around the world solve complex challenges and improve lives.

Our teams support customers across the life sciences, diagnostics, environmental, industrial, and academic markets with solutions that advance research, improve quality, protect communities, and drive scientific progress.

What makes Antylia unique is the expertise of our people. Across our brands and functions, we collaborate to share knowledge, solve problems, and create better outcomes for our customers. Every employee contributes to a culture built on innovation, integrity, collaboration, and continuous improvement.

If you're passionate about making an impact through science, technology, and customer-focused innovation, you'll find opportunities to grow your career while helping shape the future of science.

About the Job:

Customers are at the center of everything we do at Antylia Scientific. The Customer Experience Specialist is responsible for delivering exceptional customer service and ensuring a positive customer experience. As a member of the Customer Experience Center of Excellence, this role supports key customer accounts by responding to inquiries, processing orders, resolving issues, and providing product documentation for scientific customers around the world.

How You Will Contribute:

• Support customers via email, phone, and other communication channels.
• Actively listen to customer needs and provide exceptional service and solutions.
• Investigate customer inquiries and determine the appropriate course of action.
• Participate in vendor and department meetings, including product training, documentation, and compliance updates.
• Provide product documentation, including manuals, data sheets, quality certificates, and related materials.
• Assist customers with purchasing decisions by identifying cross-sell and upsell opportunities.
• Process customer orders, quotes, and order changes accurately while meeting departmental productivity metrics.
• Respond to post-order customer service requests, including returns, replacements, complaints, and order issues, while communicating timely resolutions.
• Ensure compliance with export regulations and national security requirements for all transactions.
• Perform other duties as assigned.

What You'll Bring:

• 1–2+ years of customer service experience; international customer service experience preferred.
• High school diploma required; Bachelor's degree preferred.
• Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Experience with AS400 and/or other customer database management systems preferred.
• Ability to make sound business decisions using established processes and knowledge.
• Ability to learn and understand scientific terminology.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong work ethic and the ability to thrive in a growing, changing organization.

What We Offer:

• Salary Range: $18.00-$20.00 per hour, depending on location, experience, and qualifications.
• Benefits coverage begins day 1, including the following:
  • Medical, Dental, Vision Insurance
  • Disability Insurance
  • Life Insurance
  • 401(k) company match
  • Paid Time Off (15 days annually)
  • Paid Holiday time (10 company-designated days)
  • Tuition Assistance
  • Additional benefits available with company package

This position has not been approved for Relocation Assistance.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.