CUSTOMER SERVICE REP

Job Title: Customer Service Representative

Reports To: Supply Chain Manager

FLSA Status: Non-Exempt

Department: Customer Service

About Boston O&P: As a leader in specialized pediatric orthotics, we take great pride in having the industry's top clinicians, technicians, and administrative staff, led by an executive team dedicated to advancing the orthotics and prosthetics profession. We have recently joined the OrthoPediatrics team as part of their Specialty Bracing division. This new partnership will allow us to help more KIDS!
Our Vision: To be recognized as the premier provider of pediatric orthotic and prosthetic services and products in the United States.

Our team believes in respectful truth and transparency when interacting with patients, referral sources, and our own team members. We hold ourselves accountable for providing only the best products and services to our patients. Our team is engaged and committed to continuous improvement of our products, our patient care, and ourselves.

Position Description: The Customer Service Representative will possess a pleasant, professional and friendly attitude and develop a rapport with our customers and our internal departments. A successful Customer Service Representative will be detailed oriented, have the ability to multi task, handle customer complaints and meet our standard requirements in ordering our custom bracing products.

Core Responsibilities:

• Listen and respond to customer questions regarding bracing products, services and orders
• Become an expert in all our product offerings and services to be able to assist all our customer demands
• Process customer orders taken by phone, fax and email.
• Audit information on an order for accurate information. 1) call customers and clarify any errors or missing information 2) act as the liaison between production technician and customer for clarification 3) inspect scans, x-rays and casts for clarity.
• Update customer demographic information in NetSuite software.
• Work closely with Production Leads, Production Supervisor, and Director of Manufacturing to follow up on any customer complaints.
• Communicate with Shipping and Receiving Specialist for any order changes or issues that may arise.
• Manage the production work load utilizing production queues for the 4 production lines.
• Attend morning production huddles, and report the previous days’ output and revenue.
• Invoice the previous day’s shipped products utilizing NetSuite.
• Participate, and sometime chair, Lean A3 groups to increase efficiencies in company.
• Other duties as assigned

Education/Experience:

• Experience working with Microsoft Office applications.
• Excellent communication skills: written, oral and interpersonal
• Excellent listening and problem-solving skills
• Ability to remain flexible and adaptable to changes in the work, schedules and assignments.
• Proficiency with details, research, and record keeping.
• 2+ years telephone/customer service support experience a plus.

Measures:

Quality

Revenue

Equal Opportunity Employer

Boston O&P is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

The above statement reflects the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.