Customer Service Representative

  • Category
    Customer Service
  • Location
    Woburn, Massachusetts
  • Type
    Contract
Customer Service Representative - 4 month contract (30 hrs/week) with high possibility of becoming a permanent position.  On-site/Woburn


Customer Service Representative - 4 month contract with high probability of becoming a permanent role.

CUSTOMER SUPPORT REPRESENTATIVE 
Onsite position/Burlington, MA
SUMMARY: 
The Customer Support Representative will be an integral partner on the customer care team providing first level support to customers. This role,willl ensure customer service is delivered in alignment with corporate wide goals. The Customer Support Representative  will have strong Excel skills, prior experience with RMAs and be willing to assist with activities in the warehouse such as  packing and shipping of small medical devices.  Knowledge of FedEx shipping procedures is highly desired.  In this position you will be working with a small, collaborative team where flexibility in job tasks is required to ensure a high level of customer satisfaction.

The Customer Service Associate will perform tasks following standardized workflows as defined by management. This position works closely with the team lead to learn the business processes and skills necessary in this function. 

Essential Duties and Responsibilities:
  • Maintain a positive, empathetic, and professional attitude toward customers always.
  • Develop and maintain knowledge of our products.
  • Acknowledge and resolve customer queries and complaints in a call center setting in a prompt professional manner. Escalating complaints when necessary.
  • Process orders and modifications, across a number of communication channels.
  • Keep accurate records of customer interactions, transactions, comments, and complaints.
  • Communicate and coordinate with colleagues as necessary.
  • Provide feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
  • Work in a “best in class” customer service model and strategy based on customer needs, continuously working to improve the overall customer care operating model, including support for patients and physicians.
  • Maintain a culture of continuous improvement, consistently focused on providing service that adds value to the customer experience.  This may include post-service NPS and CES surveys.
  • Enter orders generated by the field sales team and manage the shipping of the product
  • Provide feedback and suggestions to management team on an as-needed basis. 
  • Additional duties as assigned by management. 
  • Comply with all elements of the Quality System.
 Experience & Training: 
    Minimum of 3 years of experience in a customer service environment, preferably with extensive phone coverage,
  • Medical device industry experience in a customer service environment preferred, familiar with medical device regulations.
  • Experience using ERP and Salesforce CRM business applications preferred.
  • Experience processing RMAs
  • Strong computer skills and familiarity with Microsoft Office and other related software.
  • Strong interpersonal, project management and communication skills required.
  • Strong written and verbal communication and presentation skills.
  • Ability to handle time constrained projects simultaneously. 
  • Proven ability to communicate with customers and at all levels of the organization.

#L!-JJ1
#ZR

 
Related Jobs
  • Senior Field Service Engineer to $135K
    Sr. Field Service Engineer – to $135K DOE Battery Energy Storage Systems (BESS) is critical to the strength, reliability and growth of the renewable energy industry. Global initiatives to transform the electric power grid with solar and wind increasi
    • Worcester, Massachusetts
    • Direct hire
      Engineering
    FIND OUT MORE
Ready to work with us?