Customer Support & Operations Specialist

Full Time Franklin, MA, US

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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…