Customer Service Representative – Returns & Demos

Role Overview

• Serve as the primary point of contact for all product return inquiries via phone and email, ensuring timely and professional communication with customers.
• Initiate Return Material Authorizations (RMAs) in the Epicor ERP system ensuring compliance with Fillauer’ s return and warranty policies.
• Oversee the product demo program for three product lines: prosthetic feet, activity-specific prosthetics (TRS), and SPL2.
• Responsibilities include: reviewing and approving demo requests, creating and processing demo-related sales orders, maintaining accurate records, and ensuring timely return of demo items.
• Receive and process physical product returns for product repairs and hook retread services, including: creating customer sales orders and coordinating work with assembly and hook room teams.
• Investigate and resolve credit requests related to product returns, pricing discrepancies, freight overcharges, and other refund scenarios.
• Create and process credit memos in Epicor ERP system.
• Maintain detailed records of customer interactions and return activities in both the customer service ticketing system and Epicor ERP system.
• Research and resolve discrepancies when returned products do not match system data, ensuring alignment between physical inventory and ERP records.
• Support the customer service team with overflow tasks including: sales order and quote entry, product availability and inquiry support, and estimated ship date and tracking information.
• Collaborate cross-functionally with departments including customer service, warehouse, assembly, engineering, sales, and education to ensure seamless operations and customer satisfaction.
• Participate in team meetings, contributing to discussions, problem-solving, and continuous improvement initiatives.
• Maintain a clean, safe, and organized work environment in accordance with company standards.
• Demonstrate a high level of professionalism, patience, and empathy in all customer and internal interactions.
• Identify opportunities for process improvement in return handling and demo pool management.
• Perform other duties as assigned to support the success of the organization.

Requirements

• Minimum Education Requirement: High School Diploma, GED or equivalent
• 2+ years of experience in customer service, returns processing, 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
• 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
• Ability to stand periodically for short periods of time
• Ability to lift and handle returned products as needed (up to 20 lbs)

Tech Stack

• Assembly
• 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