Customer Support & Order Processing Specialist

GCX Healthcare Solutions • Franklin, MA

19h • $54,000 - $63,000 • Hybrid

About The Position

The Customer Support & Order Processing Specialist is responsible for managing customer service requests, processing quotes, and purchase orders, and coordinating product returns for a medical manufacturing company. This role ensures timely, accurate handling of customer inquiries and order transactions while maintaining compliance with company and regulatory requirements.

Requirements

• 4–7 years of experience in a Customer Support, Order Processing, or similar role
• Experience working in a manufacturing environment (medical device or regulated industry preferred)
• Proficiency with ERP systems and ticketing platforms
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Manage and respond to customer inquiries via Freshdesk (email and ticketing system)
• Provide product, pricing, order status, and return information to customers
• Resolve customer issues promptly and professionally
• Document all customer interactions accurately in the system
• Escalate complex issues to Sales, Quality, or Operations as needed
• Prepare and issue customer quotes based on pricing guidelines
• Process customer purchase orders accurately in the ERP system
• Verify pricing, product configurations, and shipping details
• Coordinate with Sales and Operations to confirm availability and lead times
• Send order confirmations and updates to customers
• Review and process return requests in accordance with company policy
• Issue Return Material Authorizations (RMAs)
• Coordinate with Quality and Warehouse teams for returned product evaluation
• Process credits, replacements, or exchanges as applicable
• Maintain accurate documentation for compliance and traceability
• Maintain accurate customer records and transaction history in ERP
• Ensure alignment between Freshdesk tickets and ERP records
• Assist with reporting related to orders, returns, and customer service metrics

Benefits

• GCX offers a terrific compensation package that includes a healthcare and dental plan; life, long-term disability, and accidental death insurance; a 401(k) plan; paid vacation and holidays; an educational assistance program; and fitness facilities in our California and Texas locations.
• We understand the importance of balancing your life between work and home, which is why we offer flexible scheduling.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed