Hill-Rom Customer Service Representative in Acton, Massachusetts

Title: Customer Service Representative

Location: United States-Massachusetts-Acton

Other Locations:

JOB SUMMARY:

Perform customer service duties in support of the sales effort including receiving, documenting, processing and closing customer order requests via telephone, email of facsimile.

ESSENTIAL DUTIES AND RESPONSIBILITIES – Other duties may be assigned:

  • Receive, edit, and process incoming customer telephone, email, and faxed orders in a timely manner.

  • Enter both customer requests and the completion information of those requests into an order processing system with minimal errors.

  • Receive, evaluate, and answer customer and sales issues, inquires, and correspondence in a timely manner, including product feature, price and shipping information.

  • Support and resolve customer inquiries, including Return Authorizations, Repair Authorizations, requests for catalogs, and provide follow-up to assure satisfaction.

  • Ensure correct entry of price, shipping and other key information for products timely and accurate shipment.

Answer internal and external customer telephone calls both at the customer service desk and rotation at the switchboard, routing calls as necessary with some overhead paging.

COVERAGE DUTIES

  • Assist with Reception coverage for lunch, break and absences

  • Open mail and list checks for Accounts Receivable to process.

  • Complete catalog and literature mailing to include cover letter, envelopes and postage.

  • Maintain accurate customer files.

  • Maintain supply cabinet including ordering office and printer supplies as needed.

  • Greet visitors and customers as required.

REQUIRED:

  • High school diploma or GED.

  • 2 years of experience in customer service with order entry role.

  • Ability to demonstrate excellent organizational skills, attention to detail, ability to work independently, and initiative.

  • Excellent verbal and written skills in the English language.

  • Ability to use a standard email system such as Lotus Notes or MS Outlook including calendar management and updating database properties.

  • Ability to use the Microsoft Office Suite including Word and Excel. Basic knowledge of Access.

  • Ability to perform internet searches for UPS, FedEx and Allen Medical on line catalog.

  • Excellent attendance record including job stability.

  • Ability to sit for up to three hours at a time without an extended break.

PREFERRED:

  • Associate’s degree.

  • Two years experience in the medical field.

  • Experience with Call Center telephone systems.

  • Allen Medical product knowledge.