Customer Service Representative - Direct Hire

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

Benefits offered by this job

Full benefits

Job summary

Kelly Services in Raynham, MA is seeking a Customer Service Representative to support inbound sales and order processing. The role is a direct hire with full company benefits and a salary range of $52,000–$58,240 per year.

You will work with sales agents, customers, hospitals, and internal teams to manage orders, resolve issues, and deliver exceptional service in a fast-paced environment. Strong communication, organization, and ERP experience are essential.

Qualifications

• 2–5 years of customer service experience.
• Previous experience using ERP software required.
• 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.

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.

Skills

Customer service

ERP software

Communication skills

Time management

Organizational skills

Problem-solving

Microsoft Office

Tools

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 required.
• 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.