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 R&D has led to over 2,100 patents, award‑winning designs, and successful clinical outcomes. Össur focuses on improving people’s mobility through Prosthetics and Bracing & Supports solutions.

Provide customer care support by assisting customers through processing orders, enhancing incoming orders, and coordinating with other departments. Support the Customer Care and field team in achieving departmental goals.

• Act as the main contact for custom/specialized customer solutions, including inquiries for pricing, scheduling, shipping information, follow‑up, technical assistance, and recommendations that best serve the customer and patients.
• Process and enhance orders using telephone, computer, and interpersonal interactions according to internal procedures.
• Verify warranties, enter complaints and feedback, authorize returns in the computer system, resolve invoice queries, produce credit notes, and follow up.
• Provide pricing and availability to the customer using the product price list or faxing prices.
• Read and understand 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 clarify instructions.
• Enter customer information into the CRM system and generate communications with field sales and other departments regarding customer behavior and needs.
• Provide a superior customer experience through excellent written and verbal communication in line with Össur’s quality assurance standards.
• Maintain product and technical knowledge through ongoing training and development courses.
• Maintain professional relationships with internal and external customers.
• Utilize Microsoft Office products (Windows, Word, Excel, Access) and Navision in daily activities.
• Exercise good use of company funds and property within established guidelines.
• Maintain an honest and professional attitude as the company’s representative.
• Contribute to a safe working environment by maintaining your workspace and reporting hazards and adhering to safety rules.
• Perform other duties as requested.

• High school graduate with 5 years’ experience in customer service.
• Intermediate proficiency in Microsoft Office products.
• Basic knowledge of accounting terms and transactions is desirable.
• Basic medical terminology is desirable.

• Medical, Dental, and Vision benefits.
• 401(k) retirement plan with employer matching contribution.
• 9 paid holidays.
• 13 vacation days; birthday and two volunteer days.
• 8 sick days within the first year of employment.
• Paid parental bonding.

The U.S. base pay range for this full‑time position is $19.44 – $23.06 per hour, plus benefits. Pay is determined by role, level, location, experience, and education.

Employees may need to sit or stand as needed, walk on a level surface periodically, reach above shoulder height, reach below the waist, or lift documents or materials. Proper lifting techniques are required; lifting up to 25 pounds on occasion.

Embla Medical is an equal‑opportunity employer and prohibits discrimination in accordance with all applicable laws.