Customer Support Representative l

Kelly; Wilmington (MA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid holidays

Transit benefit

Job summary

Kelly Services is seeking a Customer Support Representative I for a premier medical devices client in Chelmsford, MA. The role focuses on answering a high volume of inbound calls, processing orders, and providing detailed order and shipping information.

You will use Oracle to manage orders and assist customers with web store navigation and returns. This position requires strong communication, accuracy, and the ability to collaborate across departments to meet performance standards.

Qualifications

• High School Diploma or equivalent.
• 1–2 years of solid customer service experience.
• Call center experience preferred.

Responsibilities

• Answer a high volume of inbound customer calls and place orders.
• Process orders via phone, fax, and email using the Oracle database.
• Provide shipping/tracking information and process returns/credits.
• Educate customers on navigating ZOLL’s web store and available services.
• Provide order confirmations by phone, fax, or email upon request.
• Coordinate with internal teams to resolve customer inquiries.
• Participate in team meetings and support during extended hours at month/quarter ends.

Skills

Customer service

Call center experience

Communication skills

Attention to detail

Education

High School Diploma or equivalent

Tools

Oracle database

ZOLL web store

Job description

Kelly Services is looking for a Customer Support Representative to work at a premier medical devices manufacturing client in Chelmsford, MA.

Customer Support Representative I

Job Summary

The Customer Support Representative I is responsible for being 100% available to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support 800 number. This role involves processing orders via phone, fax, and email through the ORACLE database. The representative will provide customers with detailed and accurate information on the status of purchase orders, sales orders, returns, credits, shipping information, and navigation through the ZOLL web store. Ensuring customers' needs are met within the performance standards set by management is essential. The representative will interact regularly with various departments to achieve the best results for the customer.

Essential Functions

• Promptly answer a high volume of phone calls from customers, including placing orders, providing shipping/tracking information, and handling returns and credits.
• Process a high volume of accessory orders via phone, fax, mail, and email.
• Provide accurate, professional, and responsive customer support to customers and all personnel within the organization at all levels.
• Qualify and execute credit, invoice-only, and return authorization requests.
• Provide verbal, faxed, and email order confirmations upon request by the customer.
• Educate and assist customers in navigating ZOLL's web store.
• Actively participate in team meetings.
• Work extended hours as needed during fiscal month and quarter-end as defined by management.

Required/Preferred Education And Experience

• High School Diploma or equivalent.
• 1-2 years of solid customer service background, preferably in a call center environment.

Knowledge, Skills, And Abilities

• Computer database knowledge.
• Professional telephone manner and customer focus.
• Attention to detail, minimizing customer-impacting errors.
• Ability to comprehend complex product configurations, handle multifunction tasks, and demonstrate proven follow-up skills.
• Effective oral and written communication skills.
• Ability to learn, retain, and apply comprehensive knowledge of ZOLL Corporate Policies and Procedures and company-wide operational procedures (e.g., Sales Order Flow Procedures, Shipping Procedures, warranty procedures).

Travel Requirements

This position does not include travel.

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Constantly
• Talking: Occasionally
• Hearing: Occasionally
• Repetitive Motions: Frequently

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. 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.

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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 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.