Customer Care Specialist - Lower Limb

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.

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.

• Provides 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.

• Inspect digital scans and physical casts to ensure they are design ready. 

• 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 Össur's quality assurance standards.

• 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 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 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 nee