Customer service representative

We are looking for a detail-oriented Customer Service Representative to support customers and internal teams from our Northborough, Massachusetts location. This role combines customer communication, order coordination, and record accuracy in a regulated environment, with a strong focus on timely service and dependable follow-through. The ideal candidate brings experience handling customer requests, processing orders, and maintaining organized documentation while working closely with sales, shipping, and operations.

Responsibilities:

• Build a strong understanding of company products, service workflows, order procedures, and quality standards to provide accurate support.

• Assist assigned customer accounts by answering questions related to products, order progress, shipment updates, and general service needs.

• Enter customer orders, quotations, invoices, and account details into company systems with a high level of accuracy and completeness.

• Confirm item availability, share expected delivery timelines, and communicate delays, backorders, or supply concerns to customers and internal partners.

• Review required prescriptions and supporting documents, ensuring records are complete and properly maintained.

• Handle product return requests, create return authorizations in line with company policy, and document all related activity.

• Record customer interactions, concerns, and resolutions thoroughly, addressing routine issues directly and escalating more complex matters when needed.

• Coordinate with sales, shipping, and operations teams to support accurate fulfillment and consistent customer service outcomes.

• For international account support, prepare shipments and manage export paperwork, customs documentation, freight coordination, and commercial invoice requirements for compliant delivery.

• Contribute to outreach efforts, special assignments, workspace organization, and departmental coverage as business needs require.Northborough

• High school diploma or equivalent required; an associate degree is preferred.

• At least 2 years of experience in customer service, order entry, administrative support, or a related function.

• Prior experience in medical device, healthcare, or another regulated industry is preferred.

• Strong data entry skills with the ability to maintain accurate customer records, notes, and transaction details.

• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

• Familiarity with ERP, CRM, accounting, or customer service software is preferred.

• Clear written and verbal communication skills with a detail-oriented approach to customer interactions.

• Knowledge of international shipping, export documentation, customs requirements, or freight coordination is preferred for candidates supporting global accounts.

**For immediate consideration please call me directly 508-205-2127**