Customer Service Representative

Role Overview

• Serve as the account support representative for assigned customers (including domestic and international distribution partners and O&P clinics), ensuring each interaction reflects Fillauer’s commitment to empowering patients to achieve their best functional outcomes.
• Deliver consistent, high‑quality service by applying deep product and policy knowledge while modeling professionalism, empathy, and patient‑centered support.
• Engage customers via phone, email, and webchat to process orders, inquiries, billing questions, and delivery issues with accuracy, speed, and attention to detail.
• Maintain complete and accurate documentation of customer interactions, including order details, shipping requirements, complaints, and resolutions.
• Proactively identify and communicate order delays or issues to customers, while internally encouraging speedy resolution.
• Provide weekly open‑order reports via Excel to customers, analyze backlog conditions, and collaborate with internal teams to resolve order delays.
• Foster customer advocacy to ensure that every interaction contributes to superior outcomes.
• Support the integration of new tools, processes, and technology that enhance customer service efficiency and quality, embracing new ways of working.
• Act as a liaison between customers and internal departments, including Sales, Technical Support, Manufacturing, and Shipping, to ensure seamless coordination and a unified, high‑quality service experience.
• Assist customers and clinicians by connecting them with the appropriate technical experts when specialized product support or clinical insight is needed.
• Support return processing and warranty coordination by following established procedures, documenting requirements, and ensuring timely resolution.
• Contribute to continuous improvement efforts by identifying workflow enhancements, customer insights, and service opportunities.
• Maintain a positive, solutions‑focused attitude and actively support a workplace culture of empowerment, accountability, and collaboration.
• Uphold Fillauer’s commitment to excellence by consistently demonstrating professionalism, integrity, and respect in all customer and cross‑department interactions.
• Assist field staff with questions, orders, and issues as needed.
• Answer an average of 25-35 calls a day.
• Perform additional tasks as needed, including backup account coverage to ensure organizational success.

Requirements

• Minimum Education Requirement: High School Diploma, GED, or Equivalent
• 5+ years of experience in customer service or sales support, preferably in a manufacturing or durable medical device environment
• Experience with Enterprise Resource Planning (ERP) systems (Epicor preferred) and customer service ticketing platforms (SalesForce/HelpScout)
• Excellent verbal and written communication skills
• Proficient in MS Office Suite, including Teams, SharePoint, Excel, Word and Outlook
• Excellent organizational and time management abilities
• Ability to work independently and collaboratively across departments
• Comfortable receiving calls through an automated call center
• Type a minimum of 40 words per minute with minimal errors
• Experience with durable medical equipment and/or orthotics and prosthetics or experience with use of medical terminology in a professional setting a plus

Tech Stack

• ERP

Benefits

• 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