Customer Service Representative - Returns

Fillauer is a global leader in orthotic and prosthetic innovation that empowers clinicians and patients to achieve their best functional outcomes. With manufacturing and R&D locations in Tennessee, Utah, and Sweden, Fillauer supports a strong upper limb product line, a robust offering of prosthetic feet, a variety of orthotic devices, and a collection of tools, equipment, components, and materials. Founded over a century ago, Fillauer is dedicated to helping individuals with limb loss and limited mobility return to daily activities and achieve new heights. We are an equal opportunity employer and value diversity at our company.

The Customer Service Representative - Returns supports customers and ensures a smooth returns process. The ideal candidate for this position will demonstrate excellent customer service and professionalism while offering accurate and quick assistance to customers using knowledge of Fillauer's policies and products.

Responsible for the administrative functions of all Fillauer product returns and the subject matter expert on the status of customer returns.
• Reviews and investigates credit requests from CS and other departments for product returns, sales price discrepancies, freight overcharges, and other refund request circumstances.
• Creates and processes credit memos in Epicor ERP system.
• Coordinates and documents the entire return process from customer return inquiries to credit resolution.
• Answers customer return inquiries by phone and email.
• Troubleshoots return requests and creates Return Material Authorizations (RMA) in Epicor ERP system.
• Maintains documentation of communications with customers in Epicor ERP system.
• Contributes to customer experience by ensuring high level of quality assurance through continuous review and resolution of open and outstanding returns.
• Documents returned product lifecycle in Epicor including date stamping, return reasoning, customer feedback, departments involved, and final resolution to ensure accurate processing.
• Researches and resolves complex discrepancies when returned products do not align with Epicor ERP system data.
• Supports product return and repair requests while adhering to return policies and processes.
• Unpacks returned merchandise, assesses paperwork, and assigns to proper departments for review, including product complaints and warranty repairs.
• Displays and maintains a high level of patience, courtesy, and professionalism with all customers and internal relations.
• Collaborates with internal teams including customer service, warehouse, assembly, engineering, purchasing, sales, and education.
• When needed, supports customer service team with sales order entry, quote entry, product inquiries, estimated ship date and tracking requests, along with other critical customer service functions.
• Participates in team meetings including discussions and problem solving.
• Maintains a safe and organized work environment.
• Performs other tasks as needed to support the success of the organization.

• Minimum Education Requirement: High School Diploma, GED or equivalent
• 2-3 years Customer Service experience
• Committed to customer satisfaction and delivering excellent customer service
• Excellent verbal and written communication skills
• Excellent typing skills and data input ability
• Knowledge of or a willingness to learn Enterprise Resource Planning (ERP) software
• Proficient in MS Office Suite, including Teams, SharePoint, Excel, Word and Outlook
• Must be self-motivated, willing to learn, and reliable
• Ability to work independently as well as in a team environment
• Strong attention to detail and accuracy
• Highly organized with the ability to meet deadlines and work effectively under pressure
• Excellent research, problem-solving, and process improvement skills
• Comfortable receiving calls through an automated telephone system
• Ability to stand for up to 3 hours a day
• Ability to lift up to 20lbs

• Experience with returns and returns processes preferred
• Experience with durable medical equipment and/or orthotics and prosthetics a plus
• Preferred experience utilizing a CRM or help desk system (i.e. HelpScout)

• Competitive Compensation Packages
• 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

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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