Customer Care Representative

About Us

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 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.

The shift time for this opening is 11:00am-8:00pm Monday through Friday.

What You’ll Do

• 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.
• Provides pricing and availability to the customer by referring to product price list and quoting prices or by faxing the prices to customers.
• 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 orders.
• Communicate with customers via incoming calls, outgoing calls, email, webchat and others.
• Provides a superior customer experience through excellent written and verbal communication according to our Össur's quality assurance standards.
• Accurately processes orders same day as received from customer.
• 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, and Access) and Navision in daily activities.
• All employees must be aware, have knowledge and shall have received general training in Quality requirements of Össur. Training takes place in the Onboarding process and in New Employee Orientation. More specific Quality training is job specific
• Exercises good use of company funds and property within the set guidelines. Maintains an honest and professional attitude as the company’s representative at all times
• Contributes to a safe working environment by maintaining own workspace and reporting any potential hazard
• Adhere to Company’s safety rules
• Adhere to Company Values – Honesty – Frugality - Courage
• Perform other duties as requested

Who You Are

• High School graduate with 2 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 day
• 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 workday. Proper lifting techniques required. May include lifting up to 25 pounds for files, computer printouts on occasion.

The US base pay range for this full-time position is $17.33 - $20.58 + 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.