Customer Care Representative 1

Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. With significant ongoing investment in research and development, Össur holds over 2,100 patents, award-winning designs, and successful clinical outcomes. The company focuses on improving mobility through Prosthetics and Bracing & Supports solutions.

About the Role

Provides customer care support by assisting customers through processing orders, enhancing incoming orders, and coordinating with other departments. Supports the Customer Care and field team in achieving departmental goals.

Responsibilities

• Processes and enhances orders utilizing telephone, computer, and interpersonal interactions according to internal procedures.
• Verifies warranties, enters complaints, feedback, and issues authorizations for returns in the computer system.
• Solves invoice queries, produces credit notes when required, and follows up on them.
• Provides pricing and availability to customers by referring to product price lists and quoting or faxing prices.
• Enters customer information into the CRM system and manages customer interactions.
• Generates communication with field sales and other departments through the CRM system regarding customer behavior and orders.
• Communicates with customers via incoming/outgoing calls, email, webchat, and other channels.
• Delivers a superior customer experience through excellent written and verbal communication, adhering to Össur’s quality assurance standards.
• Accurately processes orders the same day as received from customers.
• Maintains product and technical knowledge by actively participating in ongoing training and development courses.
• Maintains professional relationships with internal and external customers.
• Utilizes Microsoft Office products (Windows, Word, Excel, Access) and Navision in daily activities.
• Completes general and job-specific Quality training as part of the onboarding process and New Employee Orientation.
• Exercises responsible use of company funds and property within set guidelines.
• Maintains an honest and professional attitude as the company’s representative at all times.
• Contributes to a safe working environment by maintaining a clean workspace and reporting potential hazards.
• Adheres to company safety rules and values: Honesty, Frugality, and Courage.
• Performs other duties as requested.

Requirements

• High School graduate with 2 years’ experience in customer service.
• Intermediate proficiency in Microsoft Office Products.
• Basic knowledge of accounting terms and transactions (desirable).
• Basic medical terminology (desirable).

Benefits

• Competitive compensation packages.
• Medical, Dental, and Vision benefits.
• 401(k) Retirement Plan with employer matching contribution.
• 9 paid holidays.
• 13 vacation days, plus a birthday and two volunteer days.
• 8 sick days within the first year of employment.
• Paid Parental Bonding leave.

Pay

The US base pay range for this full-time position is $17.33 - $20.58 per hour, plus benefits. Pay ranges are determined by role, level, and location. Individual pay is based on job-related skills, experience, and relevant education or training.

Physical Requirements

• May require sitting or standing for extended periods.
• Involves walking primarily on level surfaces periodically throughout the day.
• Requires reaching above shoulder heights or below the waist, and lifting files or materials (up to 25 pounds occasionally).
• Proper lifting techniques are required.