Customer Service Representative - Contractor

Responsibilities:
Serve as the account support representative for assigned customers, including domestic and international distribution partners and O&P clinics, ensuring each interaction reflects 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 timely 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
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
Support the integration of new tools, processes, and technology that enhance customer service efficiency and quality
Contribute to continuous improvement efforts by identifying workflow enhancements, customer insights, and service opportunities
Assist field staff with questions, orders, and issues as needed
Answer an average of 2535 calls per day
Maintain a positive, solutions-focused attitude and actively support a workplace culture of empowerment, accountability, and collaboration
Uphold commitment to excellence by consistently demonstrating professionalism, integrity, and respect in all customer and cross-department interactions
Perform additional duties as needed, including backup account coverage, to support organizational success

Qualifications:
High School Education or GED is required
1-2 years of related experience in a customer service capacity