Sr. Customer Support Representative

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

Job summary

Belmont Medical Technologies is seeking a Sr. Customer Support Representative to support the Head of Customer Service and serve major global customers. You will handle complex inquiries, coordinate with cross-functional teams, and drive process improvements to enhance the customer experience.

The role emphasizes relationship-building, timely communication, and professional issue resolution. Local candidates in Billerica, MA are preferred, with a full-time on-site schedule and a salary range of

Qualifications

• Associate or bachelor’s degree preferred or equivalent 10+ years’ experience.
• 5+ years working in a senior/supervisory customer service role with experience in a business-to-business environment with inventory-based products.
• Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
• Comfortable leading, training and developing new CS team members.
• Confident liaising with all levels within a business, both internally and externally, presenting information, discussing challenges, and proposing solutions.

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 the day-to-day handling of customer quotations, orders, queries, and any other ad-hoc requests.
• Working with logistics to manage outbound on time shipments, large rollout planning and execution, and query resolution.
• Reconciling information, charges and escalating discrepancies.
• Liaising with internal teams including Operations, Commercial, Finance, and Technical Support, on projects, open orders, and customer required reporting, etc.
• Reconciliation of product returns and repairs through the RMA process.
• Supporting the sales team with presentation preparation, internal sales queries, following up queries with internal departments, creating monthly customer business review reports and discussing them at customer review meetings.

Skills

Customer service

Account management

Leadership

Communication

Excel

CRM

ERP

Problem solving

Multitasking

B2B

Education

Associate or Bachelor’s degree

10+ years experience

Tools

CRM platform

ERP systems

Excel

Job description

Belmont Medical Technologies is a market leader in life-sustaining rapid blood warming, infusion, and patient temperature management solutions used across trauma, emergency departments, ORs, ICUs, labor & delivery, and other critical care settings. Operating in an attractive ~$3.2B global addressable market, Belmont benefits from clinically differentiated products, a recurring disposables model, strong clinician preference, 50+ distribution geographies, and U.S.-based in-house manufacturing and R&D capabilities.

Position Summary:

Belmont is seeking a Sr. Customer Support Representative to support the Head of Customer Service to ensure the highest level of service is achieved and maintained within the Customer Service Team, in addition to being the point of contact for some of our largest global customers.

The ideal candidate will bring a passion for delivering outstanding service. This hands-on role involves handling complex customer inquiries, coordinating with cross-functional teams, and driving process improvements to enhance customer experience. You will be tasked with building strong relationships with key clients, ensuring timely and accurate communication, and resolving issues with professionalism and empathy.

Regular Job Duties:

• 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 the day-to-day handling of customer quotations, orders, queries, and any other ad-hoc requests.
• Working with logistics to manage outbound on time shipments, large rollout planning and execution, and query resolution. Reconciling information, charges and escalating discrepancies.
• Liaising with internal teams including Operations, Commercial, Finance, and Technical Support, on projects, open orders, and customer required reporting, etc.
• Reconciliation of product returns and repairs through the RMA process.
• Supporting the sales team with presentation preparation, internal sales queries, following up queries with internal departments, creating monthly customer business review reports and discussing them at customer review meetings.

Minimum and Desired Qualifications:

• Associate or bachelor’s degree preferred or equivalent 10+ years’ experience.
• 5+ years working in a senior/supervisory customer service role with experience in a business-to-business environment with inventory-based products.
• Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
• Comfortable leading, training and developing new CS team members.
• Confident liaising with all levels within a business, both internally and externally, presenting information, discussing challenges, and proposing solutions.
• Passionate about providing outstanding levels of service.
• Comfortable under pressure, and in challenging situations, being able to remain calm and articulate.
• Highly organized with excellent attention to detail.
• Excellent interpersonal skills and communicator, with outstanding written and verbal English communication skills.
• Ability to understand customer pain points and a genuine desire to help our customers resolve issues.
• Intermediate level experience with Microsoft Office. Competent in the use of Excel to create reports and analyze data.
• Self-motivated with a positive can-do attitude and the ability to be flexible in a fast-paced dynamic environment.
• Medical device or biotech: 2 years (preferred)
• Order processing, complaint handling: 5 years (preferred)
• Supervisory experience: 2+ years (Preferred)
• Excellent communication skills and ERP experience (required)
• Proficient in CRM platform
• Customer support in a technical environment

Job Type: Full-time, hourly

Pay: $75,000.00 - $85,000.00 per year

Schedule:

• 8:30-5:00 hour shift on site (5 days a week), Billerica, MA

This position does not qualify for any relocation costs and is intended for local candidates only

Belmont Medical Technologies is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.