Senior Customer Service Representative

Location: Bedford, MA, Franklin, MA, Remote

Position Scope:

The Senior Customer Service Representative provides the primary point of contact for customers to answer inquiries about orders and product supply. The Senior Customer Service Representative interacts with internal departments and provides timely resolution to issues.

Strategic Focus Areas:

  • Maintain all activities to meet 100% on-time shipments
  • Maintain effective collaboration with internal colleagues to meet corporate objectives and drive improved business results
  • Acts daily to support the growth efforts of the Company
  • Maintain cost discipline within assigned programs

Specific Tactical Responsibilities:

  • Receive and process orders using SAP, providing information concerning changes in product availability, pricing and shipping
  • Coordinate documentation flow for each customer order, ensuring smooth and uninterrupted flow of paperwork from order placement to delivery of product
  • Ensure the legalization of International shipping documents is completed through the Chamber of Commerce
  • Function as the primary point of contact for customers, providing information about product availability; document requests and shipments. Interacts with customers via telephone, mail or email and analyzes requests for resolution
  • Maintain liaison with other departments for order completion
  • Coordinate customers’ service requirements (for example shipping preferences and limitations) with other appropriate departments as necessary to ensure effective customer service
  • Be familiar with customer contracts to ensure dates for deliverables are met including forecasts, orders, contract minimums
  • Maintain current knowledge of products, prices, cycle times, contract terms, any marketing promotional services and other customer related activities
  • Update Forecast column within the Sales Revenue Forecast spreadsheet as required
  • Investigate and resolve errors following company and customer procedures
  • Receive customer complaints which are service, or contract related and support timely resolution with appropriate personnel
  • Comply with Quality Systems and financial procedures as they relate to sales and service
  • Preparation of MTF and shipping documentation for customer orders or sample orders
  • Responsible for other duties and special projects as assigned

Job Complexity:

The job requires the individual to work on problems of diverse scope.  The position exercises broad judgment within generally defined practices and policies, and influences others in order to resolve technical problems and meet schedules.  Erroneous or mistimed decisions may cause critical delays or cost impact and may have an immediate effect on the company’s success.  The position interacts internally with peers and management.

Required Qualifications:

  • Bachelor’s Degree in Marketing, Business or a related field or relevant experience
  • 5+ years of experience in a customer service or administrative support role in a commercial industry
  • 5+ years of SAP experience processing purchase orders
  • Professional verbal communication skills and a service-oriented demeanor
  • Demonstrated written communication skills including the ability to compose business correspondence

Desired Experience, Knowledge, and Skills:

  • Previous experience within the medical device/pharmaceutical industry
  • Demonstrated experience with Microsoft Office Suite and database systems
  • Strong analytical and organizational skills
  • Proactive problem definition and creative problem solving skills
  • Ability to define creative alternatives and recommendations
  • Provide high energy and a readiness to collaborate with internal resources
  • Demonstrated teamwork skills and results orientation
  • Ability to work autonomously, effectively manage time and deliver results on time
  • Excellent presentation skills, both written and in platform presentation format
  • International customer service experience


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We are an equal opportunity employer, and we do not tolerate discrimination based on characteristics such as age, gender, gender identity and expression, genetic status, sexual orientation, race, ethnicity, national origin, religion, disability, military status, family status, or any other protected category under federal, state, or local law.