Customer Service Representative – Returns & Demos
Hanger, Inc.
full-time
Posted on:
Location Type: Office
Location: Chattanooga • Tennessee • United States
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About the role
- 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
- 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
returns processingsales supportcredit memo creationdemo program managementproduct repair processingdiscrepancy resolutionorder entrycustomer interaction record maintenanceprocess improvement
Soft Skills
communication skillsorganizational abilitiestime managementcollaborationproblem-solvingprofessionalismpatienceempathy
Certifications
High School DiplomaGED