Customer Support & Operations Specialist

Job Description

Job Description

CAREERS AT GCX

GCX has been a provider of medical instruments and IT mounting solutions for the healthcare industry since 1971. A dedication to the healthcare industry has allowed our teams to develop a unique understanding of the interaction between medical devices, users, and healthcare environments. In collaboration with our partners and customers, we create products that are utilized in virtually all healthcare settings to provide secure positioning, mobility, and ergonomic access to medical devices and computer hardware. Overall, we are committed to developing tools and solutions to enable caregivers to deliver improved patient care.

POSITION SUMMARY:

The Customer Support & Order Processing Specialist is responsible for managing customer service requests, processing quotes and purchase orders, coordinating product returns, and supporting sales activities for a medical manufacturing company. This role ensures timely and accurate handling of customer inquiries and order transactions while maintaining compliance with company and regulatory requirements.

The ideal candidate is self-motivated, self-driven, positive, and customer-focused, with the ability to work independently while collaborating effectively with Sales, Operations, Quality, and other internal teams. This position will also be partnered with the Sales team to support outside sales efforts and maintain strong relationships with OEM’s, resellers, and distributors.

KEY RESPONSIBILITIES:

Customer Support

• Serve as primary point of contact for all customer inquiries, managing OTC process
• Escalate complex issues to Sales, Quality, or Operations as needed
• Manage and respond to customer inquiries via Outlook and Freshdesk (email and ticketing system)
• Provide product, pricing, order status, and return information to customers
• Document all customer interactions accurately in the system
• Maintain a positive and professional attitude when working with internal and external customers
• Build and maintain a deep knowledge of GCX products

Quotes & Order Processing

• Prepare and issue customer quotes based on pricing guidelines
• Process customer purchase orders accurately in the ERP system
• Verify pricing, product configurations, and shipping details
• Coordinate with Sales and Operations to confirm availability and lead times
• Send order confirmations and updates to customers
• Support order processing and account management for OEM, resellers, and distributors
• Assist with resolving order discrepancies and customer account issues

  Returns (RMA) Processing

• Review and process return requests in accordance with company policy
• Issue Return Material Authorizations (RMAs)
• Coordinate with Quality and Warehouse teams for returned product evaluation
• Process credits, replacements, or exchanges as applicable
• Maintain accurate documentation for compliance and traceability

Sales & Business Support

• Partner with the Sales team to support outside sales activities and customer opportunities
• Provide sales support through quote preparation, order follow-up, customer communication, and product information
• Assist Sales with customer and distributor requests to help maintain and grow business relationships
• Support OEM, reseller, and distributor accounts and assist with their ongoing needs
• Participate in meetings, training, and cross-functional activities to support company goals

Data & System Management

• Maintain accurate customer records and transaction history in the ERP system
• Ensure alignment between Freshdesk tickets and ERP records
• Assist with reporting related to orders, returns, and customer service metrics
• Maintain accurate pricing, customer, and order information
• Use Microsoft Excel, IFS, and Power BI to organize, analyze, and report customer and order data
• Support data accuracy and process improvements across customer service and order processing functions

Continuous Improvement

• Identify opportunities to improve customer service, order processing, and internal workflows
• Thinks critically and applies effective problem-solving skills to drive results
• Participate in continuous improvement initiatives
• Takes initiative to identify and resolve issues before they impact customers
• Demonstrates a willingness to learn new systems, processes, and responsibilities

EXPERIENCE AND QUALIFICATIONS:

• 4–7 years of experience in Customer Support, Order Processing, Sales Support, Inside Sales, or a similar role
• Experience working in a manufacturing environment; medical device or regulated industry preferred
• Experience working with OEM, resellers, and distributors preferred
• Experience supporting a Sales team and/or outside sales organization preferred
• Proficiency with ERP systems and ticketing platforms
• Experience with IFS ERP is a plus
• Strong Microsoft Excel skills; experience with Pivot tables and VLOOKUP is a plus
• EDI (Electronic Data Interchange) experience is a plus
• Strong attention to detail
• Excellent customer service and problem-solving skills, including but not limited to professional written and verbal communication
• Self-motivated and self-driven with the ability to work independently
• Positive attitude with a willingness to take initiative and contribute to a team environment
• Ability to prioritize tasks, including follow-up and follow-through on internal and external requests

ADDITIONAL DETAILS:

• Position Type: Full-Time, Non-Exempt
• Location: Franklin, MA (Hybrid). Remote consideration for exceptional candidates
• Salary Range: $63,000–$75,000 per year

BENEFITS:

GCX offers a terrific compensation package that includes healthcare and dental plans; life, long-term disability, and accidental death insurance; a 401(k) plan; paid vacation and holidays; an educational assistance program; and fitness facilities at our California and Texas locations. We understand the importance of balancing work and home life, which is why we offer flexible scheduling.

EQUAL OPPORTUNITY:

GCX values and employs unique individuals of different ages, genders, ethnicities, physical and mental abilities, and lifestyles. We do not discriminate (or tolerate discrimination by our employees) against any applicant or employee based on age, gender, race, color, religion, national origin, disability, marital status, veteran status, sexual orientation, or any other characteristic protected under law.