Customer Support Coordinator - Full-time / Part-time

For 70 years, Kelly Services has provided outstanding employment opportunities to the most talented individuals in the marketplace. Today, we are proud to offer a temporary contract Customer Support Coordinator position for a top Medical Device company in Raynham, MA.   $16 per hour 2 year contract Hours will be anytime between 8am-8pm Monday through Friday   The FSS Coordinator will: • Provide superior customer service and support to internal and external business partners (e.g., sales consultants, sales operations and supply chain team members, etc.).  • Perform key customer-facing activities including order creation for loaner equipment in multiple operating systems, complex orders, billing, efficient/effective handling and resolution of escalated issues and inquiries, including sales order management activities as well as supporting customer relationships within assigned business specialty area.  • Research complex issues and inquiries, and fully investigate them to resolution, including following-up on open inquiries and escalating unresolved issues to the appropriate subject matter experts.  • Receive, process, track, and report on all field requests related to loaner equipment. • Receive and process consignment implant and instrument requests as well as provide support and collaborate with Sales Consultants to locate inventory in the field to satisfy daily case coverage.  • Work with the sales force to provide revenue management in the form of billing of audited sets as well as handle disputes and proactively contact Sales Consultants and other business partners, and conduct training of new resources and others as appropriate.  • Ensure all internal quality controls are adhered to, as well as process and service quality guidelines.  Daily Activities include: • Create, enter and manage complex orders (via phone/ or e-mail) from sales force and internal business partners. • Provide more complex sales inquiry/service complaint management to achieve a “close-loop” resolution process, ensuring all work done in compliance to department SOPs and SOX. • Provide Area Management to designated regions in the US and OUS:.  • Provide after-hours emergency coverage on a rotation basis. • Support fee based marketing programs and loaner usage tracking for the marketing team. • Think and communicate cross-functionally to investigate, research, and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other internal departments and all required customer follow-up in a self-directed manner. Qualifications • Minimum of High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred • Minimum of two (2) years’ related customer-focused experience required • Healthcare industry knowledge is an asset • Strong basic knowledge of Microsoft Office (Word, Excel, and Outlook) and Internet Navigation required • Advanced Excel (including vLookups and Pivot Tables) preferred • Experience with AS400 and/or JDE OneWorld is an asset • • Requires flexibility to work and train full-time, varying hours on weekdays between 8 AM and 8 PM (EST); after-hours coverage, weekends, and on-call as needed for business.   This position is recruited for by a remote Kelly office, not your local Kelly branch.  To be considered for this position, submit your resume through the job board.  Why Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]