Customer Service Representative (Fabrication)

Duties & Responsibilities

• Deliver outstanding service by responding to incoming calls and emails with professionalism, empathy, and a positive attitude—regardless of the situation to patients, clinicians, and suppliers regarding custom prosthetic products and services.
• Verify, maintain, and update customer and sensitive patient information to ensure accurate and current records.
• Accurately enter order details into SAP, C-Fab, and other databases while maintaining compliance and data integrity.
• Identify and locate parts or material numbers when not provided, demonstrating product knowledge and resourcefulness.
• Anticipate customer needs by confirming required components, accessories, and specifications to ensure the final custom device meets expectations.
• Provide clear and accurate information regarding order timelines for patient scheduling, pricing, and basic reimbursement (L-Codes) at the time of ordering.
• Gather and document all relevant information related to customer concerns or complaints, determine appropriate escalation (FDA or internal), and route issues for timely resolution.
• Verify warranty claims and coordinate repair services as needed.
• Record and communicate the status of returns, repairs, replacements, sales orders, and delivery schedules.
• Collaborate with internal departments such as Manufacturing, Logistics, Finance, and All Claim to resolve scheduling, production, shipping, or invoicing concerns.

Qualifications

• Minimum two-year associate degree or 2 years’ work experience in a customer-related environment and a high school diploma or equivalent.
• 1-3 years data entry experience required.
• Exceptional communication skills, including professional written, verbal, and phone etiquette.
• Experience with enterprise software systems (e.g., SAP) preferred.
• Proven ability to manage customer complaints with empathy, tact, and follow-through.
• Proficiency in Microsoft Office and online communication tools.
• Highly organized, resourceful, and able to manage multiple priorities in a fast-paced environment.
• Intermediate mathematical skills with emphasis on percentages, fractions, imperial system, and metric system conversions.
• Adaptable to change and committed to continuous learning.
• Strong time management skills with the ability to follow established procedures and uphold company values.
• Team-oriented mindset with a collaborative approach to problem-solving.
• Ability to travel up to 5% and maintain a flexible schedule as business needs require.
• Comfortable working onsite and hybrid work schedule.