Senior Customer Experience Specialist – Global Scientific Distribution & International Order Fulfillment Expert – Remote, USA – Drive Scientific Innovation at brighthush

About brighthush

brighthush is a trailblazer in the life‑science marketplace, delivering authenticated biological materials, reference standards, and cutting‑edge research tools to scientists, clinicians, and educators worldwide. With a legacy that spans more than a century, we empower the scientific community to make discoveries that improve and save lives. Our commitment to integrity, curiosity, and collaboration fuels a culture where every interaction—whether with a researcher, a clinician, or a student—matters.

Why brighthush?

At brighthush, purpose meets professional growth. Our mission‑driven environment rewards curiosity, fosters continuous learning, and celebrates every contribution. We invest in our people through comprehensive health coverage, generous paid time off, flexible work arrangements, and a supportive culture that balances autonomy with a shared sense of purpose. When you join brighthush, you become part of a global community that is dedicated to advancing science and improving health outcomes.

Role Overview

As a Senior Customer Experience Specialist, you will be the frontline advocate for our global customer base. Working remotely from the United States, you will manage international sales orders, coordinate shipments, resolve complex inquiries, and ensure a seamless experience across phone, email, chat, and web channels. Your expertise will help scientists worldwide access the materials they need, when they need them.

Key Responsibilities

• Customer Support Excellence: Respond promptly to inquiries via phone, email, chat, and web. Provide clear, accurate information, and elevate complex issues to the appropriate teams.
• Order Processing & Fulfillment: Handle international sales orders from initiation to delivery. Manage permits, shipping coordination, tracking, cancellations, and payment adjustments.
• Issue Resolution & Escalation: Apply critical thinking to resolve high‑priority customer concerns independently. Document root causes and recommend process improvements.
• Product Knowledge & Guidance: Offer basic product information, reference materials, and troubleshooting assistance using internal resources and documentation.
• CRM & Data Management: Accurately record all customer interactions in our CRM system. Use data to identify trends, support reporting, and drive continuous improvement.
• Service Excellence Metrics: Meet or exceed quality and productivity KPIs, including response time, resolution rate, and customer satisfaction scores.
• Cross‑Functional Collaboration: Partner with Sales, Logistics, Compliance, and Product teams to streamline processes and enhance the customer journey.
• Continuous Improvement: Participate in root‑cause analysis sessions, share best practices, and contribute to the development of knowledge bases and SOPs.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of experience in customer service or order processing, preferably in a global distribution environment.
• Proven ability to manage multiple priorities in a fast‑paced setting while maintaining accuracy.
• Strong critical thinking, problem‑solving, and decision‑making skills.
• Excellent verbal and written communication skills with a customer‑focused mindset.
• Experience documenting interactions and maintaining records in a CRM system.
• Comfortable working in a remote, flexible environment and collaborating with cross‑functional teams.

Preferred Qualifications

• Familiarity with international shipping regulations, permits, and customs documentation.
• Experience with global order fulfillment and logistics coordination.
• Knowledge of scientific products or a background in life sciences.
• Previous experience in a nonprofit or research‑focused organization.
• Experience with data‑driven decision making and process optimization.

Skills & Competencies

• Customer‑centric communication: empathy, active listening, and clarity.
• Technical proficiency: CRM platforms (e.g., brighthush), brighthush Suite, and basic data analysis.
• Adaptability: thrive in a remote, flexible work environment while collaborating with cross‑functional teams.
• Attention to detail: meticulous record‑keeping and quality assurance.
• Time management: prioritize tasks, meet deadlines, and maintain high productivity.
• Problem‑solving: identify root causes, propose solutions, and implement best practices.
• Team collaboration: work effectively with colleagues across Sales, Logistics, Compliance, and Product.
• Continuous learning: stay current with industry trends, regulatory changes, and new product offerings.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Experience Specialist, you will have the opportunity to:

• Progress to senior support roles or transition into Sales, Logistics, or Product Management.
• Participate in cross‑departmental projects that shape our global distribution strategy.
• Access a robust learning platform that offers courses in customer service excellence, international logistics, and life‑science product knowledge.
• Attend annual conferences and workshops to stay current on industry trends and regulatory changes.
• Receive mentorship from senior leaders who are passionate about science and community impact.
• Lead initiatives that improve customer experience and operational efficiency.

Work Environment & Culture

Our remote work model empowers you to balance professional responsibilities with personal commitments. You’ll be part of a diverse, inclusive team that values collaboration, transparency, and continuous improvement. At brighthush, we celebrate our collective achievements and recognize individual contributions through:

• Regular virtual team huddles and knowledge‑sharing sessions.
• Annual recognition awards for outstanding customer service and innovation.
• Community outreach initiatives that allow employees to give back through science education programs.
• Flexible scheduling to accommodate different time zones and personal needs.
• Access to a global network of peers and experts across the life‑science ecosystem.

Compensation & Benefits

We offer a competitive salary range of $50,000 to $60,000 annually, commensurate with experience and qualifications. In addition to base pay, you may be eligible for:

• Regular merit increases and a corporate bonus program.
• Comprehensive health & wellness benefits, including medical, dental, and vision coverage.
• Life insurance, disability insurance, and accidental death & dismemberment coverage.
• Paid parental leave, paid holidays, and generous paid time off (PTO).
• Fitness and cell phone subsidies, pet insurance, and supplemental coverage options.
• Employee Assistance Program with 24/7 counseling services.
• 401(a) retirement plan with a 6% employer contribution and 403(b) plan with a 2% match.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to a company‑wide learning portal with certifications in customer service, logistics, and life‑science fundamentals.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a global environment, and want to contribute to a mission that transforms science, we encourage you to apply today. Join brighthush and help shape the future of research and global health.