Customer Service Agent

Customer Experience Agent

The Customer Experience Agent is the primary point of contact for our customers through phone, email, chat, and web. You will own each interaction end to end answering product questions, placing, and tracking orders, preparing quotes, resolving issues, and coordinating with internal teams to deliver a seamless experience. Success in this role means customers feel informed, valued, and confident that Thomas Scientific is the easiest partner they work with.

Key Responsibilities

• Serve as the first and primary point of contact for customers, representing Thomas Scientific professionally, knowledgeably, and courteously across all channels.
• Manage the full order lifecycle: enter and process orders accurately, confirm pricing and availability, provide order status and shipment tracking, and proactively follow up on open items and backorders.
• Provide product information and basic application guidance, helping customers identify the right item, equivalent, or alternative; escalate complex technical questions to product or specialist teams.
• Prepare, send, and follow up on quotes and bids, including cooperative-contract and institutional pricing where applicable, and convert quotes to orders.
• Process returns, replacements, credits, and order corrections, owning the resolution from intake through closure.
• Investigate and resolve customer issues pricing discrepancies, shipping problems, damaged goods, invoicing questions coordinating cross-functionally with sales, purchasing, logistics, and accounting.
• Support key and strategic accounts, including institutional and eProcurement/punchout customers, ensuring their specific requirements, contracts, and workflows are honored.
• Maintain accurate records of customer interactions, accounts, and transactions in the CRM (e.g., Salesforce) and order-management systems.
• Identify recurring issues and share customer feedback with the appropriate teams to drive process and service improvements.
• Meet or exceed individual and team service metrics for responsiveness, accuracy, resolution time, and customer satisfaction.

Required Qualifications

• High school diploma or GED required; associate or bachelor's degree (science, business, or related field) preferred.
• 1+ years of customer service, order management, inside sales, or contact-center experience, ideally in distribution, manufacturing, scientific, or B2B environments.
• Strong written and verbal communication skills with a professional, customer-first manner.
• Comfort with computers and the ability to learn order-management, CRM, and eCommerce systems quickly; working knowledge of Microsoft Office.
• Strong attention to detail, accuracy, and follow-through in a high-volume, fast-paced setting.
• Ability to multitask, prioritize, and resolve problems calmly under time pressure.

Preferred Qualifications

• Experience with Salesforce or a comparable CRM, and with ERP/order-entry platforms.
• Familiarity with laboratories or scientific products, or the ability to learn a large technical catalog.

Core Competencies

• Customer focus and a genuine drive to make every interaction easy and positive.
• Problem-solving and ownership sees issues through to resolution rather than handing them off.
• Collaboration across departments to get the right answer for the customer.
• Adaptability, curiosity, and a coachable, team-first attitude.
• Organization and reliable time management.

Work Environment & Physical Demands This role primarily involves working at a desk and computer with extended periods of sitting, talking, and listening on calls. It occasionally requires standing, walking, and reaching, and rarely involves lifting (typically up to ~20 lbs.). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What We Offer Competitive base pay, medical/dental/vision, 401(k), paid time off, and professional-development opportunities Thomas Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. This job description describes the general nature and level of work expected. It is not an exhaustive list of all responsibilities, duties, and skills required.