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Customer Service Support Specialist ensuring IT support and operations at GDIT. Validating equipment requirements and managing customer expectations for technology solutions.
About the role
- Customer Service Representative managing assigned customer accounts, ensuring high-quality service and support for medical device inquiries. Engaging customers and coordinating with internal teams for optimal outcomes.
Responsibilities
- Serve as the account support representative for assigned customers (including domestic and international distribution partners and O&P clinics), ensuring each interaction reflects Fillauer’s commitment to empowering patients to achieve their best functional outcomes.
- Deliver consistent, high‑quality service by applying deep product and policy knowledge while modeling professionalism, empathy, and patient‑centered support.
- Engage customers via phone, email, and webchat to process orders, inquiries, billing questions, and delivery issues with accuracy, speed, and attention to detail.
- Maintain complete and accurate documentation of customer interactions, including order details, shipping requirements, complaints, and resolutions.
- Proactively identify and communicate order delays or issues to customers, while internally encouraging speedy resolution.
- Provide weekly open‑order reports via Excel to customers, analyze backlog conditions, and collaborate with internal teams to resolve order delays.
- Foster customer advocacy to ensure that every interaction contributes to superior outcomes.
- Support the integration of new tools, processes, and technology that enhance customer service efficiency and quality, embracing new ways of working.
- Act as a liaison between customers and internal departments, including Sales, Technical Support, Manufacturing, and Shipping, to ensure seamless coordination and a unified, high‑quality service experience.
- Assist customers and clinicians by connecting them with the appropriate technical experts when specialized product support or clinical insight is needed.
- Support return processing and warranty coordination by following established procedures, documenting requirements, and ensuring timely resolution.
- Contribute to continuous improvement efforts by identifying workflow enhancements, customer insights, and service opportunities.
- Maintain a positive, solutions‑focused attitude and actively support a workplace culture of empowerment, accountability, and collaboration.
- Uphold Fillauer’s commitment to excellence by consistently demonstrating professionalism, integrity, and respect in all customer and cross‑department interactions.
- Assist field staff with questions, orders, and issues as needed.
- Answer an average of 25-35 calls a day.
- Perform additional tasks as needed, including backup account coverage to ensure organizational success.
Requirements
- Minimum Education Requirement: High School Diploma, GED, or Equivalent
- 5+ years of experience in customer service 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 (SalesForce/HelpScout)
- 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
- Type a minimum of 40 words per minute with minimal errors
- Experience with durable medical equipment and/or orthotics and prosthetics or experience with use of medical terminology in a professional setting a plus
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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