Overview
The Customer Service Representative plays a vital role in advancing Fillauer’s mission to empower clinicians and patients by delivering exceptional service and supporting highquality functional outcomes. In this Chattanooga, Tennessee based role, you will manage assigned customer accounts through support with product inquiries, order entry, shipping arrangements, and backlog management with accuracy and efficiency. As a knowledgeable and dependable partner to O&P clinicians and internal teams, you will ensure customers receive timely, reliable information and solutions that support optimal outcomes. The ideal candidate is detailoriented, customerfocused, and thrives in a collaborative, fastpaced environment while delivering professional, accurate assistance. This position offers the opportunity to make a meaningful impact by contributing to a company with over a century of dedication to improving mobility and quality of life.
Responsibilities
- 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, highquality service by applying deep product and policy knowledge while modeling professionalism, empathy, and patientcentered 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 openorder 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, highquality 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, solutionsfocused 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 crossdepartment 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.
Qualifications
- 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
