Customer Service Representative

Customer Service              ·            Chattanooga, TN           ·              Full time

Customer Service Representative

Job Details

Job Location: Fillauer LLC – Chattanooga, TN

Position Type: Full Time

Job Category: Customer Service

Description

Job description

Mission:

To lead the evolution, design, and technology of orthotic and prosthetic products and services that empower clinicians and patients to achieve their best functional outcomes.

History:

Fillauer was founded in 1914 by George Fillauer, Sr. In the mid-1920’s, Fillauer expanded its business to provide orthotic and prosthetic devices as well as patient care. Presently, Fillauer remains a privately held company comprised of six business units, employing over 200 team members.

Description:

Fillauer Companies, Inc. is hiring a Customer Service Representative – Returns to support customers and ensure 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.

Job Responsibilities:

• 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.

Qualifications

Knowledge and Experience:

• Minimum Education Requirement: High School Diploma, GED or equivalent
• 2-3 years Customer Service experience
• Experience with returns and returns processes preferred
• Experience with durable medical equipment and/or orthotics and prosthetics a plus
• 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
• Preferred experience utilizing a CRM or help desk system (i.e. HelpScout)
• Comfortable receiving calls through an automated telephone system
• Ability to stand for up to 3 hours a day
• Ability to lift up to 20lbs

Job Type: Full-time

Pay: Starting at $15/hour based on experience and skillset

Position not eligible for hybrid/remote work options

Benefits:

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Employee Assistance Program
• Life Insurance
• Paid Time Off
• Paid Holidays
• 401(k)
• 401(k) Matching

Fillauer is an EOE/AA employer.

Please click here to apply.