• Customer Service Representative

    US Tech Solutions (Tewksbury, MA)


    Job Location: Tewksbury, MA (Hybrid-3 days per week in office)

     

    Duration: 06 Months Contract

    Job Description:

    + Responsible for providing front line support for internal and external customers regarding quality and regulatory related inquiries and issues, and act as liaison between customers and other departments and functions.Responsible for supporting the projects and ongoing processes associated with Quality and Regulatory Services (QRS)

    + First level triage of customer complaints and QRS email queue. Sort incoming emails quickly, identify duplicates, assign to relevant functions, identifying and escalating urgent quality and regulatory issues as needed according to QRS guidelines

    + Escalate key customer and urgent inquiries to the correct department as needed on demand according to QRS guidelines

    + Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction

    + Work with cross functional teams including Scientific Support, Marketing/Communications, Business Operations, Sales, Quality and Regulatory, Customer Service on continuous improvement projects to delight our customers

    + Daily priorities as well as timely positive professional communications to external customers, business colleagues and teams

    + Work targets and schedules are met

    + QRS guidelines and policies are followed, including use of email templates for customer communication

    + Effectively, positively & professionally interact with internal and external customers

    + Demonstrates cooperative daily positive interactions with Customer Service, Quality and Regulatory, Supply Chain, Scientific Support, Sales and Business Operations teams regarding distributors and customers’ needs / requests

    + Able to appropriately determine which inquiries and issues should be escalated, and follow escalation paths as defined by QRS procedures

    Experience:

    + At least 2-4 years of work experience in a customer facing role

    + Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly

    + Skilled in all Microsoft Office applications. Ability to quickly learn and adapt to new systems.

    + Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries

    + Demonstrated knowledge of quality and regulatory practices strongly encouragedCourteous, articulate and professional oral and written communication skills

    + Knowledgeable in use of ETQ, Sharepoint, salesforce.com and PeopleSoft

    Skills:

    + Ability to work under pressure while maintaining professional and positive composure

    + Ability to apply good judgment and business acumen

    + Desire to anticipate, meet and exceed the expectations and needs of our customers

    + Positive attitude and outlook

    + Proven track record of positive customer interaction and teamwork

    + Ability to handle proprietary and delicate situations appropriately, positively and professionally

    + Capability to effectively and professionally communicate with customers and colleagues from various regions and industries

    Education:

    + HS Diploma/GED or associate’s degree minimum required

    About US Tech Solutions:

    US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

     

    US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.