Customer Service Account Specialist

Canton, MA

Job Req code: 1132

Category: Customer Service

We have unique opportunities and are always looking for exceptional talent. Join a company where you will have an opportunity to grow professionally and personally and give strength to others by Empowering Healing. We offer a strong benefits package, opportunities for growth, and the chance to contribute to our mission: to provide an integrated portfolio of healing solutions that improve lives while lowering the overall cost of health care.

This individual will maintain the customer master record, create/update accounts that submit new contracts, and maintain our hospital chain and GPO contracts to update our customer accounts accordingly. The hours for this position are Monday - Friday from 9:30am-6:00pm.

Key Responsibilities:

  • Handle all incoming standard Direct Purchase Agreements and work with customer and sales representatives to gather all necessary paperwork.
  • Create new customer accounts.
  • Obtain signatures on agreements.
  • Develop strong relationships with customers, Sales Representatives and other internal departments
  • Responsible for adherence to all SOPs, protocols, policies, regulatory requirements and cGMPs (current Good Manufacturing Practices).
  • Work with internal departments on special hospital chain or GPO contracts. 
  • Monitor customers that opt in or out of any special hospital chain or GPO contracts and update their accounts as necessary. 
  • Maintain the customer master record.
  • Understand steps needed to resolve problems as they relate to day to day processes.
  • Keep management informed of potential issues.
  • Sales rep training/meetings/calls as needed/instructed by management.
  • Other duties as needed and assigned by management.


Preferred Education and Experience:

  • Bachelor’s degree preferred
  • 3-5 years' customer service or relevant experience
  • Familiarity with contracts
  • Experience working in a manufacturing environment, especially in the medical device, biotechnology or healthcare industries

Other Skills/Abilities:

  • Flexibility in daily work schedule to meet the changing needs of the business.
  • Ability to investigate problems related to price discrepancies.
  • Ability to process all reporting timely and accurately. 
  • Ability to identify issues and provide solutions to management.
  • Outstanding call handling, verbal and written communication skills
  • Technologically savvy - familiarity with Microsoft Office and Excel are required, Microsoft Dynamics AX (ERP) knowledge a plus
  • Strong attention to detail and follow-through
  • Exceptional organizational and multi-tasking competence with the ability to perform effectively and accurately under strict deadlines
  • Superior problem resolution skills
  • Ability to work independently as well as collaboratively with management, fellow team members and personnel of all departments
  • Dedicated to providing the highest level of customer service to both customers and outside sales force
  • Motivated by a desire to improve both self and departmental functioning and quality through ongoing growth, development and a commitment to excellence.