Customer Service Specialist

Customer Service Specialist

Insight Global is hiring a Customer Service Specialist for a medical device client based out of Norwood, MA. This role is the primary point of contact for customers across all product lines and plays a critical role in managing orders, resolving issues, and ensuring a seamless customer experience from quote to delivery.

Day-to-Day Responsibilities:

• Process and review incoming orders, job changes, and online store entries in the ERP system.
• Communicate with customers regarding order status, delivery timelines, and quality updates.
• Investigate and resolve customer complaints in coordination with the Quality team, including processing RMAs.
• Create and maintain item numbers and customer profiles in the ERP system.
• Collaborate with internal departments to address production or shipping delays.
• Support quoting by gathering technical documentation and historical data.
• Participate in production meetings and contribute to continuous process improvement initiatives.
• Monitor open orders and customer backlogs to drive reorders and maintain satisfaction.

Compensation: $65,000.00 to $75,000.00 per year annual salary. Exact compensation may vary based on several factors, including skills, experience, and education.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

Skills and Requirements:

• Bachelor's degree in Business or related field (preferred)
• 5+ years of customer service experience in a manufacturing environment
• Proficiency in Microsoft Office Suite
• Hands-on experience with ERP/MRP systems
• Strong written and verbal communication skills
• Ability to stay composed and positive under pressure
• Excellent organizational, analytical, and problem-solving abilities
• Ability to read and interpret technical drawings or blueprints
• Experience with contract review processes in a manufacturing setting
• Valid Class D Driver's License