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About the Role

The Customer Support Specialist role supports the end-to-end quote-to-cash process across the region, including order management, CRM administration, billing, reporting, returns management, reverse logistics, and logistics coordination. The position is responsible for ensuring customer orders, shipments, returns, billing activities, and inquiries are handled accurately, efficiently, and professionally.

Responsibilities

• Support the end-to-end quote-to-cash process across the region.
• Manage order management, CRM administration, billing, reporting, returns management, reverse logistics, and logistics coordination.
• Ensure customer orders, shipments, returns, billing activities, and inquiries are handled accurately, efficiently, and professionally.
• Collaborate with customers, sales teams, technical support, warehouses, freight carriers, collections, and other cross-functional partners to deliver timely and high-quality customer support.

Requirements

• Knowledge of end-to-end quote-to-cash process, including order management, billing, logistics, returns, and customer support.
• Familiarity with ERP and CRM system processes and order management workflows.
• Understanding of EDI and e-commerce order management processes.
• Knowledge of common EDI transactions (850, 855, 810, 856, 940, 945).
• Understanding of shipping logistics, customs clearance, carrier coordination, and warehouse processes.
• Knowledge of returns management and reverse logistics processes, including RMAs and product replacements.
• Experience supporting healthcare customers is a plus.
• Understanding of billing processes, including credits, rebills, disputes, and rental billing schedules.
• Familiarity with install base, warranty status, and customer account support processes.
• Strong verbal and written communication skills in English and French.
• Ability to provide professional customer-facing support by phone and email.
• Strong capability in navigating ERP and CRM systems.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint).
• Proficiency in Excel, including PivotTables and VLOOKUP.
• Ability to manage shared inboxes and accurately document customer interactions.
• Strong organizational and time management skills.
• Ability to prioritize urgent orders, shipment requests, and customer inquiries.
• Analytical and problem-solving skills to resolve order, pricing, billing, logistics, and returns issues.
• Ability to coordinate with warehouses, carriers, sales teams, technical support, collections, and other internal stakeholders.
• Attention to detail and accuracy in order processing, documentation, billing, and reporting.
• Customer-focused and committed to delivering excellent service.
• Proactive, resourceful, and solution-oriented.
• Accountable and takes ownership of assigned tasks and customer issues.
• Detail-oriented and committed to accuracy.
• Collaborative and able to build strong working relationships with internal and external stakeholders.
• Able to work independently while also contributing as a strong team player.
• Flexible and adaptable in a fast-paced environment with changing priorities.
• Professional, responsive, and calm when handling customer requests or escalations.
• Organized, reliable, and able to follow through on commitments.
• Fluency in English and French required.
• Occasional travel may be required.

Skills

• English and French communication
• Customer-facing support (phone and email)
• ERP and CRM system navigation
• Microsoft Office Suite (Word, Excel, Outlook, SharePoint)
• Excel (PivotTables, VLOOKUP)
• Shared inbox management
• Customer interaction documentation
• Organizational skills
• Time management skills
• Prioritization
• Analytical skills
• Problem-solving skills
• Coordination with internal and external teams
• Attention to detail
• Accuracy

Location

• Remote

Work Type

• Temporary
• Full-time

Experience Level

• 1–2 years of experience in customer operations, order management, customer service, logistics, billing, returns management, or a related quote-to-cash role.
• Experience using ERP and CRM tools.
• Experience supporting EDI or e-commerce order transactions preferred.
• Experience working with customers, sales teams, warehouses, freight carriers, and cross-functional internal teams.
• Experience supporting returns, RMAs, product replacements, credits, rebills, or billing dispute resolution preferred.
• Experience in healthcare, medical technology, or another regulated industry is an asset.

Education Level

• College degree, technical diploma, or bachelor’s degree preferred.
• Equivalent combination of education and relevant experience may be considered.

Salary/Compensations

• $50,000 to $75,000

Benefits

• Bonus eligible

About the Company

• Hologic is a company focused on women's health.
• Hologic is a team of passionate innovators.

Equal Opportunity

• Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.