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.

Could This Be For You?

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.

Your Impact

• 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 SPL2. 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 Qualifications

Additional Success Factors

Our Investment in You

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.