Customer Service Representative I

ottobock

3d•$19 - $20•Remote

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 Rep to join the Ottobock team! Note: must be able to accommodate 8 hours work schedule between 7:30AM-6:00PM CST - Remote position for strong candidates. Responsible for creating a high level of satisfaction for customers who contact Ottobock to order products, request information, or report problems or complaints. Specifically responsible for using company procedures and systems, knowledge of products, and personal resourcefulness to process customer orders, resolve customer problems and complaints, respond to inquiries about order status, and fulfill requests for information.

Requirements

Minimum 2 years work experience in a customer-related environment and a high school diploma or equivalent OR minimum two-year associate degree
Excellent interpersonal communication skills with emphasis on telephone skills.
Experience with enterprise based software solutions preferred.
Proficiency with written communication.
Able to effectively handle customer complaints.
1-3 years data entry experience required.
Able to use Internet and email with proficiency with Microsoft Office products.
Resourceful. Customer oriented. Organized and able to handle multiple priorities.
Flexible; adaptable to change.
Able to manage time.
Capable of following departmental guidelines and company code of conduct.
Experience working remote.
Able to work in a team environment.
Able to travel 5%.
Able to maintain flexible hours.
Note: must be able to accommodate 8 hours work schedule between 7:30AM-6:00PM Central Time

Responsibilities

Answer and deal with incoming calls courteously and professionally, regardless of the caller’s demeanor.
Verify and update customer information as necessary to maintain accuracy of records.
Gather and enter basic sales order information from the customer into SAP.
Locate parts and materials numbers of products at least 75% of the instances when the customer is not able to provide them.
Know which additional parts or accessories are required for each product and add those to orders.
Provide accurate information at the time of ordering on product availability, price, and delivery.
Gather appropriate information from customers regarding problems and complaints, determine if FDA or standard escalation is required, properly code complaints and record them, and direct complaint to more senior associate for resolution.
Verifies warranty claims and schedules repair resources; changes production and shipping schedules.
Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules.
Schedule field service repair calls, handling requests for additional company materials.
Maintains records of returns, schedule changes, product pricing, and resolves return credit problems.
Resolves production scheduling and shipping or invoicing problems
Be familiar with all product lines.
Answer customer questions regarding shipping and delivery status, invoicing, pricing, and other common topics raised by customers.
Complete required processes for each function above.
Utilize basic Customer Service Skills.
Fulfill customer literature requests using PRA and PDF files.
Participate in departmental meetings, team building, process improvements, and required training.