Customer Service Representative

About SchureMed

SchureMed (Schuerch Corporation) is a Boston-area medical device manufacturer serving hospitals and surgical teams worldwide. We're hiring a Customer Service Representative to own order flow, customer communications, and cross-team coordination.

Responsibilities

Manage accounts and orders to meet customer needs and business requirements; communicate proactively (order acknowledgments, shipping details, delays).

Process customer orders accurately and on time via email, phone, and fax.

Serve as the primary contact for product and order inquiries.

Coordinate with third-party distribution partners to ensure accurate, on-time delivery.

Initiate RMAs promptly and keep customers informed throughout the return process.

Monitor all communication channels for potential complaints and escalate immediately to Quality.

Follow internal customer service procedures and standards; maintain compliance with corporate policies and quality system requirements.

Perform other duties as assigned.

Qualifications

2+ years customer service / order management (manufacturing or medical device a plus)

Clear written and verbal communication; calm, solutions-oriented style

Proficiency with QuickBooks Desktop 2024 (Enterprise) and basic UPS / FedEx tools

Strong attention to detail, organization, and follow-through

Bonus : CRM experience; familiarity with RMAs, lot / serial tracking, or ISO 13485