Customer Service Representative I

Why Us?

Fillauer is a global leader in orthotic and prosthetic innovation that empowers clinicians and patients to achieve their best functional outcomes. With manufacturing and R&D locations in Tennessee, Utah, and Sweden, Fillauer supports a strong upper limb product line, a robust offering of prosthetic feet, a variety of orthotic devices, and a collection of tools, equipment, components, and materials. Founded over a century ago, Fillauer is dedicated to helping individuals with limb loss and limited mobility return to daily activities and achieve new heights. We are an equal opportunity employer and value diversity at our company.

Could This Be For You?

The Customer Service Representative – Returns supports customers and ensures a smooth returns process. The ideal candidate for this position will demonstrate excellent customer service and professionalism while offering accurate and quick assistance to customers using knowledge of Fillauer's policies and products.

Your Impact

Responsible for the administrative functions of all Fillauer product returns and the subject matter expert on the status of customer returns.

Reviews and investigates credit requests from CS and other departments for product returns, sales price discrepancies, freight overcharges, and other refund request circumstances.

Creates and processes credit memos in Epicor ERP system.

Coordinates and documents the entire return process from customer return inquiries to credit resolution.

Answers customer return inquiries by phone and email.

Troubleshoots return requests and creates Return Material Authorizations (RMA) in Epicor ERP system.

Maintains documentation of communications with customers in Epicor ERP system.

Contributes to customer experience by ensuring a high level of quality assurance through continuous review and resolution of open and outstanding returns.

Documents returned product lifecycle in Epicor including date stamping, return reasoning, customer feedback, departments involved, and final resolution to ensure accurate processing.

Researches and resolves complex discrepancies when returned products do not align with Epicor ERP system data.

Supports product return and repair requests while adhering to return policies and processes.

Unpacks returned merchandise, assesses paperwork, and assigns to proper departments for review, including product complaints and warranty repairs.

Displays and maintains a high level of patience, courtesy, and professionalism with all customers and internal relations.

Collaborates with internal teams including customer service, warehouse, assembly, engineering, purchasing, sales, and education.

When needed, supports customer service team with sales order entry, quote entry, product inquiries, estimated ship date and tracking requests, along with other critical customer service functions.

Participates in team meetings including discussions and problem solving.

Maintains a safe and organized work environment.

Performs other tasks as needed to support the success of the organization.

Minimum Qualifications

Required

• A minimum of 1 year of related experience.
• High School diploma or equivalent

Preferred

• Experience with desktop operating systems including Windows 2000, XP and 7 environments
• Knowledge of basic computer hardware
• Experience with supporting various software applications and providing technical support for upgrades and enhancements
• Type minimum of 40 words per minute with minimal errors
• Excellent communication and cognitive skills, verbal and written
• Microsoft Office skills to include Excel, Word, Visio, PowerPoint
• Ability to effectively communicate technical information over the phone
• One or more years' experience in electro-mechanical/electronics fields
• Experience in a call center environment
• Experience with Windows 8 operating system
• Able to configure, install and support desktop hardware and software
• Experience with video networking, application trouble shooting
• Experience with Log Me In
• AA/AS degree in electronics or equivalent preferred
• Knowledge of ACP's products and services
• One or more years inbound/outbound telemarketing experience

Additional Success Factors

• Excellent communication and cognitive skills, verbal and written
• Microsoft Office Literacy (i.e. minimum skills using Microsoft Excel, Microsoft Word, Microsoft Visio and Microsoft PowerPoint)
• Able to work independently and to adapt to a fast changing environment
• Detail oriented and able to effectively organize and manage multiple responsibilities
• Creative, self-disciplined and capable of identifying and completing critical tasks independently
• Strong customer service skills
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Our Investment in You

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger's BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.