Customer Service Representative; Returns & Demos

Why Us

Fillauer is a global leader in orthotic and prosthetic innovation that empowers clinicians and patients to achieve their best functional outcomes. With manufacturing and R&D locations in Tennessee, Utah, and Sweden, Fillauer supports a strong upper limb product line, a robust offering of prosthetic feet, a variety of orthotic devices, and a collection of tools, equipment, components, and materials. Founded over a century ago, Fillauer is dedicated to helping individuals with limb loss and limited mobility return to daily activities and achieve new heights.

We are an equal opportunity employer and value diversity at our company.

The Customer Service Representative – Returns & Demo Programs plays a critical role in supporting Fillauer’s commitment to exceptional customer service and operational excellence. This position is responsible for product return tasks, coordinating product demo activities, and supporting repair and retread processes. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced, collaborative environment. This role requires strong communication skills, ERP system proficiency, and the ability to balance multiple priorities while maintaining a high level of professionalism.

• Serve as the primary point of contact for all product return inquiries via phone and email, ensuring timely and professional communication with customers.
• Initiate Return Material Authorizations (RMAs) in the Epicor ERP system ensuring compliance with Fillauer’s return and warranty policies.
• Oversee the product demo program for three product lines: prosthetic feet, activity-specific prosthetics (TRS), and SPL
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  Responsibilities include:
  
  reviewing and approving demo requests, creating and processing demo-related sales orders, maintaining accurate records, and ensuring timely return of demo items.
• Receive and process physical product returns for product repairs and hook retread services, including: creating customer sales orders and coordinating work with assembly and hook room teams.
• Investigate and resolve credit requests related to product returns, pricing discrepancies, freight overcharges, and other refund scenarios.
• Create and process credit memos in Epicor ERP system.
• Maintain detailed records of customer interactions and return activities in both the customer service ticketing system and Epicor ERP system.
• Research and resolve discrepancies when returned products do not match system data, ensuring alignment between physical inventory and ERP records.
• Support the customer service team with overflow tasks including: sales order and quote entry, product availability and inquiry support, and estimated ship date and tracking information.
• Collaborate cross-functionally with departments including customer service, warehouse, assembly, engineering, sales, and education to ensure seamless operations and customer satisfaction.
• Participate in team meetings, contributing to discussions, problem-solving, and continuous improvement initiatives.
• Maintain a clean, safe, and organized work environment in accordance with company standards.
• Demonstrate a high level of professionalism, patience, and empathy in all customer and internal interactions.
• Identify opportunities for process improvement in return handling and demo pool management.
• Perform other duties as assigned to support the success of the organization.

• Minimum Education Requirement:
  High School Diploma, GED or equivalent
• 2+ years of experience in customer service, returns processing, or sales support, preferably in a manufacturing or durable medical device environment
• Experience with Enterprise Resource Planning (ERP) systems (Epicor preferred) and customer service ticketing platforms
• Excellent verbal and written communication skills
• Proficient in MS Office Suite, including Teams, SharePoint, Excel, Word and Outlook
• Excellent organizational and time management abilities
• Ability to work independently and collaboratively across departments
• Comfortable receiving calls through an automated call center
• Ability to stand periodically for short periods of time
• Ability to lift and handle returned…