Customer Service Coordinator

Position Summary:
The Customer Service Coordinator manages inquiries related to orders, repairs, service issues, and product recommendations for Ottobock Prosthetics and Orthotics. Responsibilities include processing orders, providing quotes, estimating job completion times, and resolving customer concerns. This fast-paced role requires strong multitasking, prioritization, time management, and attention to detail to meet productivity goals. The coordinator plays a key role in ensuring exceptional customer satisfaction, strengthening the Ottobock brand, and fostering customer loyalty.

Essential Duties and Responsibilities:

• Answers incoming calls courteously and professionally, utilizing strong customer service skills to achieve one-call resolutions.
• Verifies and updates customer records, gathers and enters order information, and provides accurate delivery times and cost estimates to set clear expectations.
• Demonstrates thorough knowledge of product lines across all Business Units, locates part and material numbers when customers cannot provide them, and performs basic product troubleshooting to determine next-level support.
• Collects and codes information regarding problems and complaints, ensuring proper documentation and routing in compliance with FDA guidelines, while acting in good faith on behalf of customers.
• Communicates effectively with clinicians, demonstrating the ability to learn medical terminology, and serves as a liaison between customers and the company to expedite orders, resolve issues, and deliver exceptional service.
• Proficiently navigates SAP software, with an emphasis on Sales and Distribution, as well as Production and Manufacturing processes.
• Completes all required data entry and paperwork accurately, meets productivity targets, and actively participates in process improvement initiatives.
• Consistently provides exceptional customer service and fosters positive customer relationships to promote loyalty and repeat business.
• Performs other duties as assigned to support departmental and company goals.

• Strong customer service skills with a customer-first attitude and ability to effectively handle customer complaints.
• Effective written and verbal communication skills, with emphasis on professional telephone etiquette.
• Proficient with SAP, Microsoft Word, Excel, and general computer applications (file management, email, internet).
• Organized, resourceful, and able to manage time effectively while handling multiple priorities in a fast-paced environment.
• Flexible and adaptable to change; able to work collaboratively in a team environment.
• Critical thinking and problem-solving skills, with the ability to think outside the box.
• Capable of following departmental guidelines and company code of conduct.

• High School Diploma or GED required.
• Minimum of 2 years of customer service experience, including accurate data entry.

• The employee may be required to sit for long periods of time.
• The employee may occasionally be required to lift, carry, push, pull or move up to 10 pounds.
• This position may require more than 40 hours per week.
• This role is 100% onsite.