Customer Service Representative II
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?
Fillauer is searching for a friendly and experienced Customer Service Representative to join our Fillauer Motion Control team located in Salt Lake City, UT. This position is in direct communication with our customers to ensure we meet expectations from order to shipment, ensuring a smooth sales ordering process. The ideal candidate will demonstrate excellent customer service and professionalism while offering accurate and quick assistance to customers using knowledge of Fillauer policies and products.
Your Impact
- Answer an average of 15-20 incoming calls daily.
- Review and process customer phone and email orders timely and accurately.
- Provide customers with quote of product cost.
- Enter customer orders in company ERP system; provide lead times and status updates on orders.
- Assist customers in product selection and identifying corresponding MSRP and L-Codes.
- Follow up on customer orders to ensure shipping and other applicable deadlines are met.
- Continuously monitor and respond to customer phone and email inquiries to assist with billing, delivery, or other questions that arise.
- Receive and acknowledge any customer complaints via phone, email or other correspondence. Liaising with relevant departments and management to ensure prompt resolutions.
- Monitor open orders and investigate any delays with internal departments. Promptly notify customer when delays or other order issues do arise.
- Maintain accurate records of internal and external customer interactions documenting all details of transactions and inquires as well as any actions taken.
- Assist sales and education teams with questions, orders, or other issues as needed.
- Build and foster lasting relationships with all customers.
- Communicate with internal departments as needed to assist with gathering additional order information or to address customer questions or dissatisfactions.
- Process product, Demo and Loaner requests/orders including shipment to customers, tracking of late devices, inventory management and reporting.
- Process Return Material Authorizations (RMAs).
- Maintain updated customer account information and contact details in company ERP system.
- Keep the patient at the center of everything you do, building lifelong trust.
- Foster open collaboration and constructive dialogue with internal and external colleagues.
- Continuously innovate new solutions, influencing and responding to change.
- Focus on superior outcomes and calibrate work processes for outstanding results.
- Consistently exhibit a positive attitude and exceptional work ethic. Demonstrate professionalism in all dealings with inside and outside customers.
Minimum Qualifications
- High school diploma, GED, or equivalent.
- Minimum of 4 years customer service or inside sales experience is required.
- Proficient in Microsoft Office, including Teams, SharePoint, Excel, and Word.
- Superior oral and written communication skills are necessary.
- Above average computer skills with a technical aptitude and ability to learn company specific software.
- Self-motivated, willing to learn, and reliable.
- Detail oriented and excellent organizational skills.
- Must work well in a team environment.
- Ability to meet deadlines and work effectively under pressure.
- Excellent problem-solving skills.
- Must possess a strong commitment to customer satisfaction and delivery of excellent customer service.
- Always acts with integrity, remaining honest, transparent, and respectful in all relationships.
Additional Success Factors
- Experience with durable medical equipment and/or orthotics and prosthetic preferred.
- Experience with use of medical terminology in a professional setting.
- Type a minimum of 40 works per minute with minimal errors.
- Preferred experience utilizing a Customer Relationship Management (CRM) tool.
- Knowledge of Enterprise Resource Planning (ERP) software.
- Knowledge of advanced Excel functions a plus (i.e. formulas, pivot tables, sorting, etc.).
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.
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Fillauer is seeking a friendly and experienced Customer Service Representative II to join our Motion Control team in Salt Lake City, UT. If you're passionate about making a difference in the lives of those with limb loss and limited mobility, this could be the perfect opportunity for you! As a vital link between our customers and our innovative orthotic and prosthetic solutions, you'll be answering 15-20 incoming calls daily, processing customer orders, providing quotes, and ensuring smooth operations from order to shipment. You'll need to utilize your knowledge of Fillauer's policies and products to quickly assist customers via phone and email while managing order statuses and responding to inquiries. Building lasting relationships is key in this role; you'll be collaborating with various internal departments to ensure that customers receive timely responses and resolutions to any issues. Your strong communication skills and customer-centric approach will shine here, and your actions will help empower patients to achieve their best functional outcomes. If you meet our qualifications, including a high school diploma and 4 years of customer service experience, we invite you to join a company that promotes diversity and values longevity in relationships!
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