Customer Service Representative (Fabrication)

ottobock•Salt Lake City, UT

23d•Hybrid

About The Position

For more than a century, Ottobock has pursued the mission of helping people living with limb loss or mobility challenges regain or maintain their freedom of movement. We do this through the development of leading prosthetic, orthotic and wheelchair innovation and an unwavering commitment to delivering superior patient care experiences. As a growing healthcare company, we continue to invest in both our people and new service offerings. With more than 10,000 employees worldwide and 900 across North America, we are dedicated to advancing the O&P industry and improving the lives of the people served by it. We are looking for a Customer Service Representative (Fabrication) to join the Ottobock team in SLC, UT! (Initial training will be fully onsite, followed by a hybrid work schedule) The Customer Service Fabrication Team plays a key role in creating an exceptional experience for healthcare providers and patients who rely on Ottobock for custom prosthetic and orthotic solutions. This position requires a compassionate, detail-oriented, and solution-driven professional dedicated to ensuring each order is handled accurately, efficiently, and with care. This position is responsible for processing custom fabrication orders, coordinating with clinical and internal partners to ensure timely deliveries, and managing inquiries or concerns in compliance with FDA and company guidelines. Success in this role depends on the ability to combine product knowledge, technical accuracy, and a genuine commitment to service excellence.

Requirements

Minimum two-year associate degree or 2 years’ work experience in a customer-related environment and a high school diploma or equivalent.
1-3 years data entry experience required.
Exceptional communication skills, including professional written, verbal, and phone etiquette.
Proven ability to manage customer complaints with empathy, tact, and follow-through.
Proficiency in Microsoft Office and online communication tools.
Highly organized, resourceful, and able to manage multiple priorities in a fast-paced environment.
Intermediate mathematical skills with emphasis on percentages, fractions, imperial system, and metric system conversions.
Adaptable to change and committed to continuous learning.
Strong time management skills with the ability to follow established procedures and uphold company values.
Team-oriented mindset with a collaborative approach to problem-solving.
Comfortable working onsite and hybrid work schedule.

Nice To Haves

Experience with enterprise software systems (e.g., SAP) preferred.
Ability to travel up to 5% and maintain a flexible schedule as business needs require.

Responsibilities

Deliver outstanding service by responding to incoming calls and emails with professionalism, empathy, and a positive attitude—regardless of the situation to patients, clinicians, and suppliers regarding custom prosthetic products and services.
Verify, maintain, and update customer and sensitive patient information to ensure accurate and current records.
Accurately enter order details into SAP, C-Fab, and other databases while maintaining compliance and data integrity.
Identify and locate parts or material numbers when not provided, demonstrating product knowledge and resourcefulness.
Anticipate customer needs by confirming required components, accessories, and specifications to ensure the final custom device meets expectations.
Provide clear and accurate information regarding order timelines for patient scheduling, pricing, and basic reimbursement (L-Codes) at the time of ordering.
Gather and document all relevant information related to customer concerns or complaints, determine appropriate escalation (FDA or internal), and route issues for timely resolution.
Verify warranty claims and coordinate repair services as needed.
Record and communicate the status of returns, repairs, replacements, sales orders, and delivery schedules.
Collaborate with internal departments such as Manufacturing, Logistics, Finance, and All Claim to resolve scheduling, production, shipping, or invoicing concerns.
Maintain a solid understanding of Ottobock product lines and fabrication processes.
Meet or exceed departmental goals related to order accuracy, response time, call handling, Net Promoter Score, and productivity.
Actively participate in team meetings, process improvement initiatives, and required training to enhance the overall customer experience.