Hanger, Inc.

Customer Service Representative

Hanger, Inc.

full-time

Posted on:

Location Type: Office

Location: Chattanooga • Tennessee • United States

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Tech Stack

ERP

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesales supportEnterprise Resource Planning (ERP)EpicorSalesForceHelpScoutMS Office SuiteExceltyping speed (40 words per minute)medical terminology
Soft Skills
communication skillsorganizational abilitiestime managementcollaborationproblem-solvingempathyprofessionalismattention to detailsolutions-focused attitudecustomer advocacy
Certifications
High School DiplomaGED