Customer Support Specialist

Work Location: Middlesex County, Massachusetts

Summary:

Seeking a Customer Support Specialist to provide frontline support to clients in a regulated industry, ensuring effective communication, accurate order processing, and timely resolution of inquiries. This role requires strong communication skills, attention to detail, and a customer-focused approach to support both domestic and international clients.

Responsibilities:

• Act as the main contact for customer inquiries through various channels, ensuring prompt and professional responses.
• Manage and monitor customer orders, returns, and replacements to ensure accuracy and efficiency.
• Collaborate with logistics, shipping, and technical teams to guarantee timely product deliveries.
• Maintain and update customer information within CRM and ERP systems for accurate record-keeping.
• Assist sales and account management teams with client communications and necessary documentation.
• Address escalated customer issues with professionalism, ensuring swift and effective resolution.
• Ensure all activities comply with internal policies, quality standards, and relevant industry regulations.
• Support a positive customer experience by demonstrating empathy and a solution-oriented mindset.

Qualifications:

• Associate or bachelor’s degree.
• 2+ years of customer service or support experience, preferably in a manufacturing environment.
• Strong verbal and written communication skills.
• Experience with CRM/ERP systems such as SAP, Oracle, Salesforce, or similar platforms.
• Ability to multitask and prioritize tasks in a fast-paced setting.
• Detail-oriented with excellent problem-solving abilities.
• Professional and empathetic approach to customer interactions.

Published Category: Business Development & Sales