Customer Support Representative - Marlborough, MA

Hologic•Marlborough, MA

About The Position

Looking a full time Customer Service Representative to join our growing business! We are looking for an enthusiastic, eager candidate who will provide unprecedented support to our external Customers along with our Surgical Sales team. This candidate will serve customers by providing order confirmation, product and pricing information along providing resolution in the event a credit, rebill or return is required. Additional support will be provided to the sales organization by providing valuable Customer information; enabling them to best serve their Customers. Continuous improvement is a crucial element to enhancing the Customer experience. You will partner with neighboring internal teams to challenge the status quo and develop new growth opportunities. Essential Duties and Responsibilities Enter fax, phone, and email orders for the Surgical division into Oracle Order Management Operate in a phone queue daily to receive and resolve customer calls Respond to customer inquiries via phone, fax and email including edits to existing orders, proof of delivery, order status, sales contact, invoice information, etc. Maintains customer records by updating account information Resolves order management related problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs Process and facilitate product returns Manage online store, istore registration and inquiries Ensure all auditing requirements are met via sales order acknowledgement or documentation attachments within the order, including necessary approvals, customer contact information Work closely with the local sales support representative on order status and other Customer related inquiries Assist with other adhoc projects or departmental tasks as assigned Preferred Qualifications Experience High School Diploma AND 1-2 years previous Support Service experience in a fast paced setting. College Degree preferred Skills Ability to deliver Superior Customer Service utilizing problem solving and conflict resolution strategies Must have quality focus, attention to detail and the ability to analyze information to drive solutions Highly proficient using a PC, the internet and MS Office applications especially Outlook Experience being in a call queue, and entering purchase orders into an order management system Oracle or Salesforce Demonstrates the ability to communicate clearly and concisely, both orally and in writing Must be able to demonstrate good time management and organizational skills, including the ability to multi-task Positive, can-do attitude and the ability to work successfully in a team environment Flexibility with regard to schedule during quarter end, or peak volume times is required Punctual, regular and consistent attendance Ability to handle and succeed in a fast-paced, high volume work environment Acknowledge responsibility to phone queue management and reliability of coverage. The annualized base salary range for this role is $35,600-$53,500 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.. Agency and Third Party Recruiter Notice: Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered. Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans. #LI-LB2

Requirements

High School Diploma AND 1-2 years previous Support Service experience in a fast paced setting.
Ability to deliver Superior Customer Service utilizing problem solving and conflict resolution strategies
Must have quality focus, attention to detail and the ability to analyze information to drive solutions
Highly proficient using a PC, the internet and MS Office applications especially Outlook
Experience being in a call queue, and entering purchase orders into an order management system Oracle or Salesforce
Demonstrates the ability to communicate clearly and concisely, both orally and in writing
Must be able to demonstrate good time management and organizational skills, including the ability to multi-task
Positive, can-do attitude and the ability to work successfully in a team environment
Flexibility with regard to schedule during quarter end, or peak volume times is required
Punctual, regular and consistent attendance
Ability to handle and succeed in a fast-paced, high volume work environment
Acknowledge responsibility to phone queue management and reliability of coverage.

Nice To Haves

College Degree preferred

Responsibilities

Enter fax, phone, and email orders for the Surgical division into Oracle Order Management
Operate in a phone queue daily to receive and resolve customer calls
Respond to customer inquiries via phone, fax and email including edits to existing orders, proof of delivery, order status, sales contact, invoice information, etc.
Maintains customer records by updating account information
Resolves order management related problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintains financial accounts by processing customer adjustments.
Recommends potential products or services to management by collecting customer information and analyzing customer needs
Process and facilitate product returns
Manage online store, istore registration and inquiries
Ensure all auditing requirements are met via sales order acknowledgement or documentation attachments within the order, including necessary approvals, customer contact information
Work closely with the local sales support representative on order status and other Customer related inquiries
Assist with other adhoc projects or departmental tasks as assigned