Customer Care Representative

About the Company

Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. Significant ongoing investment in research and development has led to over 2,100 patents, award‑winning designs, and successful clinical outcomes. Össur focuses on improving people’s 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 goals within the department.

Schedule

Shift: 11:00 am – 8:00 pm, Monday through Friday.

Responsibilities

• Process and enhance orders using telephone, computer, and interpersonal interactions according to internal procedures.
• Verify warranties, enter complaints, feedback, and issue authorizations for returns; resolve invoice queries and produce credit notes as required.
• Provide pricing and availability to customers by referencing product price lists, quoting prices, or faxing prices.
• Enter customer information into the CRM system and manage customer interactions.
• Generate communication with field sales and other departments through the CRM system regarding customer behavior and orders.
• Communicate with customers via incoming/outgoing calls, email, webchat, and other channels.
• Deliver a superior customer experience through excellent written and verbal communication in line with Össur’s quality assurance standards.
• Accurately process orders the same day they are received.
• Maintain product and technical knowledge by participating in ongoing training and development courses.
• Maintain professional relationships with internal and external customers.
• Utilize Microsoft Office (Windows, Word, Excel, Access) and Navision in daily activities.
• Complete general and job‑specific quality training during onboarding and new employee orientation.
• Exercise prudent use of company funds and property within set guidelines.
• Represent the company with an honest and professional attitude at all times.
• Contribute to a safe working environment by maintaining the workspace and reporting potential hazards; adhere to safety rules and company values (Honesty, Frugality, Courage).
• Perform other duties as requested.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer service experience.
• Intermediate proficiency with Microsoft Office products.
• Basic knowledge of accounting terms and transactions (desirable).
• Basic medical terminology knowledge (desirable).

Physical Requirements

Employees may need to sit or stand as needed, walk on level surfaces, reach above shoulder height or below the waist, and lift up to 25 lb occasionally. Proper lifting techniques are required. Reasonable accommodations may be made for individuals with disabilities.

Benefits

• Competitive compensation packages.
• Medical, dental, and vision insurance.
• 401(k) retirement plan with employer matching contribution.
• 9 paid holidays.
• 13 vacation days plus birthday and two volunteer days.
• 8 sick days within the first year of employment.
• Paid parental bonding.

Pay

Base pay range: $17.33 – $20.58 per hour (full‑time), plus benefits. Pay is determined by location, skills, experience, and education.