Customer Service Representative I (hybrid - Austin)

Summary Statement

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 8,000 employees worldwide and 1,100 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 work schedule of 8:00AM-4:30PM (CST) - hybrid work schedule - 3x week in Austin office. 

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.

Duties & 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.

Qualifications

• 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.
• Able to work in a team environment.
• Able to travel 5%.
• Able to maintain flexible hours.
• Note: must be able to accommodate work schedule of 8:00AM-4:30PM (CST) - hybrid work schedule - 3x week in Austin office.

Benefits

Medical

Vision

Dental

Health savings accounts with employer contribution

Flexible spending account options

Company-paid life insurance policy

Paid time off

Company holidays

Floating holidays

100% company-paid short & long-term disability

401k match up to 3.5%

Paid parental leave

Ottobock will not discriminate against any applicant for employment because of race, color, age, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age (40 or older), disability or genetic information. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age (40 or older) disability and genetic information.

Note: Ottobock does not accept CVs from recruiting agencies or staffing firms and will not consider payment of any referral compensation or recruiter fee relating to unsolicited CVs. We kindly request that all job seekers interested in opportunities with us apply directly through our official careers page: https://www.ottobock.com/en-us/careers