Customer Service Representative I

Ottobock is a healthcare company dedicated to helping people living with limb loss or mobility challenges. They are seeking a Customer Service Representative to ensure high customer satisfaction by processing orders, resolving issues, and providing information about products and services.

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

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
• 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
• 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
• Experience with enterprise based software solutions preferred
• Experience working remote