Location: Holliston

Summary: Provides high level assistance to customers via telephone or by email, enters information into the ERP and SalesForce.com to document customer interactions.

Essential Duties and Responsibilities include the following (other duties may be assigned):

Interacts with customers via phone, fax and e-mail and receives orders, requests for invoices, pricing inquiries and order status inquires.

Sets up new customer accounts

Administers sales promotions

Covers for Receptionist

Works closely with shipping, manufacturing, purchasing, sales, and technical support to resolve customer issues.

Processes returns for credit/replacement/exchange.


To perform the job successfully, an individual should demonstrate the following competencies:

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.

Attendance/Punctuality – Consistently at work and on time.

Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication – Writes clearly and informatively; Edits work for spelling and grammar.


 The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience   

Undergraduate degree in related science field; previous customer service experience required, but does not have to be in corporate or manufacturing setting. Will consider candidates with an unrelated degree and/or experience that closely matches the role.

Computer Skills

To perform this job successfully, an individual should have proficient knowledge of Microsoft Office. Good working knowledge of MK Order processing systems, Credit Card Internet software, and SalesForce.com.

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