Customer Support Representative - Marlborough, MA

Hologic • Marlborough, MA

6d

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.

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
• 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
• Oracle or Salesforce

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees