Customer Support Representative l

Customer Support Representative I

Kelly Services is looking for a Customer Support Representative to work at a premier medical devices manufacturing client in Chelmsford, MA.

Job Summary The Customer Support Representative I is responsible for being 100% available to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support 800 number. This role involves processing orders via phone, fax, and email through the ORACLE database. The representative will provide customers with detailed and accurate information on the status of purchase orders, sales orders, returns, credits, shipping information, and navigation through the ZOLL web store. Ensuring customers' needs are met within the performance standards set by management is essential. The representative will interact regularly with various departments to achieve the best results for the customer.

Essential Functions

• Promptly answer a high volume of phone calls from customers, including placing orders, providing shipping/tracking information, and handling returns and credits.
• Process a high volume of accessory orders via phone, fax, mail, and email.
• Provide accurate, professional, and responsive customer support to customers and all personnel within the organization at all levels.
• Qualify and execute credit, invoice-only, and return authorization requests.
• Provide verbal, faxed, and email order confirmations upon request by the customer.
• Educate and assist customers in navigating ZOLL's web store.
• Actively participate in team meetings.
• Work extended hours as needed during fiscal month and quarter-end as defined by management.

Required/Preferred Education and Experience

• High School Diploma or equivalent.
• 1-2 years of solid customer service background, preferably in a call center environment.

Knowledge, Skills, and Abilities

• Computer database knowledge.
• Professional telephone manner and customer focus.
• Attention to detail, minimizing customer-impacting errors.
• Ability to comprehend complex product configurations, handle multifunction tasks, and demonstrate proven follow-up skills.
• Effective oral and written communication skills.
• Ability to learn, retain, and apply comprehensive knowledge of ZOLL Corporate Policies and Procedures and company-wide operational procedures (e.g., Sales Order Flow Procedures, Shipping Procedures, warranty procedures).

Travel Requirements

This position does not include travel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Constantly
• Talking: Occasionally
• Hearing: Occasionally
• Repetitive Motions: Frequently