Senior Customer Support Lead - Medical Devices

Belmont Medical Technologies; Billerica (MA); On-site; USD 75,000 - 85,000; Full time

Job summary

Belmont Medical Technologies in Billerica, MA, is seeking a Sr. Customer Support Representative to support the Head of Customer Service and serve as the primary contact for key global customers.

The role combines hands-on service with cross-functional collaboration to drive process improvements and deliver outstanding client experiences. You will manage inquiries, prepare reports, support quotations and orders, and work with logistics and internal teams to ensure on-time shipments and accurate

Qualifications

• Associate or bachelor’s degree preferred or equivalent 10+ years’ experience.
• 5+ years in a senior/supervisory customer service role in a B2B environment with inventory-based products.
• Extensive account management and order processing experience.
• Experience balancing multiple tasks and customer needs simultaneously.
• Comfortable leading, training and developing new CS team members.
• Excellent written and verbal English communication skills.
• Proficient with ERP/CRM systems.
• Proficient in Excel and MS Office.

Responsibilities

• Support the Global CS Team managing key global customer accounts.
• Create and maintain customer reporting to support forecasts, stock availability, and rollouts as agreed with customers.
• Monitoring order entry and daily inquiries carried out by the CS team.
• Managing queries and escalating emails as appropriate.
• Monthly KPI Reporting.
• Assisting the CS team with quotations, orders, queries, and ad-hoc requests.
• Working with logistics to manage outbound on-time shipments, rollout planning and execution, and query resolution.

Skills

Account management

Customer service leadership

CRM proficiency

ERP experience

Microsoft Office

English communication

Education

Associate or bachelor’s degree

Bachelor’s degree

Tools

CRM platform

ERP system

Microsoft Excel

Job description

Belmont Medical Technologies in Billerica, MA, is seeking a Sr. Customer Support Representative to support the Head of Customer Service and serve as the primary contact for key global customers.

The role combines hands-on service with cross-functional collaboration to drive process improvements and deliver outstanding client experiences. You will manage inquiries, prepare reports, support quotations and orders, and work with logistics and internal teams to ensure on-time shipments and accurate