Customer Care Specialist - Lower Limb

About Us

Ossur 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. Ossur is focused on improving people’s mobility through the delivery of Prosthetics and Bracing & Supports solutions. Helping people live a Life Without Limitations is why we exist as a company.

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.

What You’ll Do

• Acts as a main contact for custom/specialized customer solutions including but not limited to: inquiries for pricing, scheduling, shipping information, follow up, technical assistance, and making recommendations that are in the best interest of the customer and the customer’s patients.
• Processes and enhances orders utilizing telephone, computer, and interpersonal interactions according to internal procedures.
• Verifies warranties as well as, enters complaints, feedback, and issues authorizations for returns in computer system, solves invoice queries, produces credit notes when required and follows up on them.
• Pricing and availability to the customer by referring to product price list and quoting prices or by faxing the prices to customers.
• Reads and understands order forms, measurements, medical terminology, prosthetic fabrication and/or custom bracing instructions.
• Communicate effectively with clinicians to obtain missing information or to gain clarity on unclear instructions.
• Enters customer information into CRM system and are responsible for customer interactions.
• Generates communication with field sales and other departments through CRM system regarding customer behavior and/or needs.
• Provides a superior customer experience through excellent written and verbal communication according to our Ossur's quality assurance standards.
• Maintains product and technical knowledge by actively participating in ongoing training and development courses.
• Utilizes Microsoft Office products (Windows, Word, Excel, and Access) and Navision in daily activities.

More Specific Information

• Maintains professional relationships with internal and external customers.
• Utilizes Microsoft Office products (Windows, Word, Excel, and Access) and Navision in daily activities.

Who You Are

• High School graduate with 5 years’ experience in customer service.
• Intermediate level proficiency on the usage of Microsoft Office Products.
• Basic knowledge of accounting terms and transactions desirable.
• Basic medical terminology desirable.

Why You’ll Feel Good Working Here

• Join our team if you want to make a lasting impact; we will support you along the way.
• We value a diverse working environment and a welcoming and fun company culture.
• We empower our colleagues and encourage close collaboration, allowing us to develop the best products and maintain the highest possible standards of care.
• Competitive Compensation Packages:
• Medical, Dental, and Vision Benefits
• 401(k) Retirement Plan with employer matching contribution
• 9 paid holidays
• 13 vacation days, birthday and two (2) volunteer days
• 8 sick days within your first year of employment
• Paid Parental Bonding

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Individuals may need to sit or stand as needed.
• May require walking primarily on a level surface for periodic periods throughout the day.
• Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.
• Proper lifting techniques required. May include lifting up to 25 pounds for files/computer printouts on occasion.

Compensation Details

The US base pay range for this full-time position is $19.44 - $23.06 + benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire pay rates. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Important Warning

Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website.