Customer Service Representative - Direct Hire

Kelly; Raynham (MA); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Full company benefits

Job summary

Kelly is seeking a Customer Service Representative to join the US Customer Services team in a direct hire role in Raynham, MA. The position focuses on inbound sales support, order processing, and delivering exceptional service to customers, hospitals, and sales agents.

Responsibilities include accurate order entry, ERP system maintenance, and collaboration with Finance, Sales, and operations to resolve issues.

Qualifications

• 2–5 years of customer service experience.
• ERP software experience preferred.
• Experience in regulated industries (medical device/pharma) a plus.
• Excellent written and verbal communication skills.
• Strong listening and problem-solving abilities.
• Keeps calm and professional under pressure and deadlines.
• Strong organizational and time-management skills.
• Adaptable to shifting priorities and diverse teams.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Attention to detail and teamwork.

Responsibilities

• Provide exceptional customer service to agents, customers and hospitals.
• Enter, process and audit customer orders accurately.
• Process purchase orders, invoices, and credit notes per procedures.
• Release orders for distribution.
• Issue Return Authorization Numbers for product issues and returns.
• Manage calls and inbox inquiries from customers.
• Assist with new account setup and administration.
• Maintain accurate customer records in the ERP system.
• Coordinate with Sales, Finance and other teams to resolve issues.
• Support pricing resolutions with sales and finance.

Skills

Customer service

Communication skills

Time management

Problem solving

Detail oriented

Independent contributor

Tools

ERP software

Microsoft Office

Job description

Customer Service Representative – Inbound Sales

Direct Hire | $52,000–$58,240 | Full Company Benefits

Position Overview

Our client is seeking a motivated and customer-focused Customer Service Representative to join their US Customer Services team. This is a direct hire opportunity, allowing the selected candidate to become a permanent employee of the company and receive the full extent of benefits offered by the organization, subject to applicable eligibility requirements. The Customer Service Representative will work closely with sales agents, customers, hospitals, and internal departments to process orders, manage customer requests, resolve issues, and provide exceptional service. This is a fast-paced, detail-oriented, and time-sensitive environment where accuracy, professionalism, and strong organizational skills are essential.

Key Responsibilities

• Provide exceptional customer service and support to sales agents, customers, and hospitals.
• Enter, process, and audit customer orders accurately and efficiently.
• Process purchase orders, expired inventory requests, invoices, and credit notes in accordance with established procedures.
• Release orders promptly for distribution.
• Issue Return Authorization Numbers for product complaints and expired product returns.
• Manage and respond to incoming customer service calls and inbox inquiries.
• Assist with new customer account setup and administration.
• Maintain accurate customer information and records within the ERP system.
• Manage customer requirements and ensure timely follow-up on outstanding requests.
• Collaborate with the Customer Service Manager, Finance, Sales, and other internal stakeholders to resolve customer issues.
• Partner with Finance to identify and implement corrective actions using root cause analysis.
• Liaise with sales agents and hospitals to coordinate pricing resolutions.
• Conduct product research to support inventory requests.
• Utilize various portals to retrieve and acknowledge payments.
• Create, update, and improve Customer Service Standard Operating Procedures as needed.
• Assist with training and onboarding new Customer Service Representatives and other department personnel.
• Maintain accurate electronic files for assigned accounts.
• Promote a positive, professional, and collaborative work environment.
• Perform other duties as assigned to support sales agents and customers.

Required Qualifications & Skills

• 2–5 years of customer service experience.
• Previous experience using ERP software preferred.
• Experience in a medical device, biotechnology, pharmaceutical, or other regulated industry is a plus.
• Excellent written and verbal communication skills.
• Strong listening, problem-solving, and customer service abilities.
• Ability to remain calm, professional, and effective under pressure and tight deadlines.
• Strong organizational and time-management skills, with the ability to prioritize competing responsibilities.
• Ability to adapt to shifting priorities and changing business needs.
• Comfortable working with individuals from diverse backgrounds and personalities.
• Positive, proactive, flexible, and resilient professional attitude.
• Proficiency in Microsoft Office, including Word, PowerPoint, Excel, Outlook, and Teams.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently while contributing effectively to a team.

Why Consider This Opportunity?

• Direct hire position with the opportunity to join the company as a permanent employee.
• Competitive pay of $26.00–$28.00 per hour.
• Eligibility for the full range of company benefits, subject to applicable eligibility requirements.
• Opportunity to grow professionally within a collaborative customer service environment.
• Chance to support customers and sales teams within the medical device/healthcare industry.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

• Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.
• As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account.
• In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce.

Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.