Customer Service Supervisor

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.

Fillauer is searching for a Customer Service Supervisor to join and lead our Salt Lake City based Customer Service team. This position is in direct communication with our National Customer Experience Manager, ensuring we meet expectations from order to shipment and providing a smooth ordering process for our customers. The ideal candidate will demonstrate excellent customer service and professionalism with strong leadership skills.

• Assist in managing employees who work in the customer service department.
• Oversee daily activity of the department ensuring policies and procedures are followed.
• Assist with departmental recruiting, training, performance evaluations, development of team and identifying opportunities for other staffing needs.
• Monitor department KPI reporting and ensures service volume and timeliness quotas are met.
• Handle escalated calls, emails, and complaints ensuring customer satisfaction.
• Manage complex service issues with a sense of urgency and professionalism.
• Communicate effectively with team members to resolve issues.
• Monitor open orders and investigate any delays with internal departments. Designate customer notifications when delays or other order issues do arise.
• Create and maintain reports requested by National Customer Experience Manager or VP Sales & Marketing.
• Evaluate potential new customers and create new customer accounts in company ERP and CRM systems.
• Update customer account information and contact details in company ERP and CRM systems.
• Create miscellaneous invoices and credit memos.
• Maintain accurate records of internal and external customer interactions documenting all details of transactions and inquiries as well as any actions taken.
• Keep the patient at the center of everything you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with internal and external colleagues.
• Respond to change with recommended solutions/process updates.
• Focus on superior outcomes and calibrate work processes for outstanding results.
• Consistently exhibit a positive attitude and exceptional work ethic. Demonstrate professionalism in all dealings with inside and outside customers.
• Assist sales and education teams with questions, orders, or other issues as needed.
• Build and foster lasting relationships with all customers.
• Manage other special projects as assigned by manager.

Additional Responsibilities:

• Answer an average of 15-25 incoming calls daily.
• Review and process customer phone and email orders timely and accurately.
• Provide customers with quote of product cost.
• Enter customer orders in company ERP system; provide lead times and status updates on orders.
• Assist customers in product selection and identifying corresponding MSRP and L-Codes.
• Follow up on customer orders to ensure shipping and other applicable deadlines are met.
• Continuously monitor and respond to customer phone and email inquiries to assist with billing, delivery, or other questions that arise.
• Process product, Demo and Loaner requests/orders including shipment to customers, tracking of late devices, inventory management and reporting. 
• Process Return Material Authorizations (RMAs).
• Communicate with internal departments as needed to assist with gathering additional order information or to address customer questions or dissatisfactions. 

• High school diploma, GED, or equivalent.
• Minimum of 4 years customer service or inside sales experience is required.
• Proficient in Microsoft Office, including Teams, SharePoint, Excel, and Word.
• Superior oral and written communication skills are necessary.
• Above average computer skills with a technical aptitude and ability to learn company specific software.
• Self-motivated, willing to learn, and reliable.
• Detail oriented and excellent organizational skills.
• Must work well in a team environment.
• Ability to meet deadlines and work effectively under pressure.
• Excellent problem-solving skills.
• Must possess a strong commitment to customer satisfaction and delivery of excellent customer service.
• Always acts with integrity, remaining honest, transparent, and respectful in all relationships.

• Experience with durable medical equipment and/or orthotics and prosthetic preferred.
• Experience with use of medical terminology in a professional setting.
• Preferred experience utilizing a Customer Relationship Management (CRM) tool.
• Knowledge of Enterprise Resource Planning (ERP) software.
• Knowledge of advanced Excel functions is a plus (i.e. formulas, pivot tables, sorting, etc.).

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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