Sales Associate responsible for customer service and food operations at Bosselman Pump & Pantry. Ensuring compliance with food guidelines and efficient operation of the store.
About the role
- Customer Service Representative managing product returns and demo programs for Fillauer. Responsible for inquiries, RMAs, and collaboration with various departments.
Responsibilities
- 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.
Requirements
- 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 products as needed (up to 20 lbs)
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Sales Associate providing professional service and food handling at Bosselman Pump & Pantry. Ensuring customer satisfaction and compliance with all food safety guidelines.
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