Customer Service Representative

Customer Service Representative

SchureMed (Schuerch Corporation) is a Boston-area medical device manufacturer serving hospitals and surgical teams worldwide. We're hiring a Customer Service Representative to own order flow, customer communications, and cross-team coordination.

Responsibilities

• Manage accounts and orders to meet customer needs and business requirements; communicate proactively (order acknowledgments, shipping details, delays).
• Process customer orders accurately and on time via email, phone, and fax.
• Serve as the primary contact for product and order inquiries.
• Coordinate with third-party distribution partners to ensure accurate, on-time delivery.
• Initiate RMAs promptly and keep customers informed throughout the return process.
• Monitor all communication channels for potential complaints and escalate immediately to Quality.
• Follow internal customer service procedures and standards; maintain compliance with corporate policies and quality system requirements.
• Perform other duties as assigned.

Qualifications

• 2+ years customer service/order management (manufacturing or medical device a plus)
• Clear written and verbal communication; calm, solutions-oriented style
• Proficiency with QuickBooks Desktop 2024 (Enterprise) and basic UPS/FedEx tools
• Strong attention to detail, organization, and follow-through
• Bonus: CRM experience; familiarity with RMAs, lot/serial tracking, or ISO 13485