Customer Support & Order Processing Specialist

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 enabled our teams to develop a unique understanding of the interactions among medical devices, users, and healthcare environments. In collaboration with our partners and customers, we create products used 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, and coordinating product returns for a medical manufacturing company. This role ensures timely, accurate handling of customer inquiries and order transactions while maintaining compliance with company and regulatory requirements.

Customer Support

• Manage and respond to customer inquiries via Freshdesk (email and ticketing system)
• Provide product, pricing, order status, and return information to customers
• Resolve customer issues promptly and professionally
• Document all customer interactions accurately in the system
• Escalate complex issues to Sales, Quality, or Operations as needed

Quotes & Order Processing

• 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

Returns (RMA) Processing

• 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

Data & System Management

• Maintain accurate customer records and transaction history in ERP
• Ensure alignment between Freshdesk tickets and ERP records
• Assist with reporting related to orders, returns, and customer service metrics

• 4–7 years of experience in a Customer Support, Order Processing, or similar role
• Experience working in a manufacturing environment (medical device or regulated industry preferred)
• Proficiency with ERP systems and ticketing platforms
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

• Position Type:
  Full Time | Non-Exempt
• Location:
  
  Franklin, MA – On-site during the initial training and onboarding period, with future potential to transition to a hybrid work schedule

GCX offers a terrific compensation package that includes a healthcare and dental plan; life, long-term disability, and accidental death insurance; a 401(k) plan; paid vacation and holidays; an educational assistance program; and fitness facilities in our California and Texas locations. We understand the importance of balancing your life between work and home, which is why we offer flexible scheduling.

GCX values and employs unique individuals of different ages, genders, ethnicities, physical and mental abilities, and lifestyles. We do not discriminate (or tolerate discrimination by our employees) against any applicant or employee based on age, gender, race, color, religion, national origin, disability, marital status, veteran status, sexual orientation or any other characteristic protected under law.