Customer Service Representative

Ottobock

Customer Service Representative at Ottobock helping customers with limb loss or mobility challenges. Responsible for customer orders, problem resolution, and providing information on products.

Posted 4/14/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $19 - $20 per hourWebsite

About the role

Key responsibilities & impact

Answer and deal with incoming calls courteously and professionally, regardless of the caller’s demeanor
Verify and update customer information as necessary to maintain accuracy of records
Gather and enter basic sales order information from the customer into SAP
Locate parts and materials numbers of products at least 75% of the instances when the customer is not able to provide them
Know which additional parts or accessories are required for each product and add those to orders
Provide accurate information at the time of ordering on product availability, price, and delivery
Gather appropriate information from customers regarding problems and complaints, determine if FDA or standard escalation is required, properly code complaints and record them, and direct complaint to more senior associate for resolution
Verifies warranty claims and schedules repair resources; changes production and shipping schedules
Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules
Schedule field service repair calls, handling requests for additional company materials
Maintains records of returns, schedule changes, product pricing, and resolves return credit problems
Resolves production scheduling and shipping or invoicing problems
Be familiar with all product lines
Answer customer questions regarding shipping and delivery status, invoicing, pricing, and other common topics raised by customers
Complete required processes for each function above
Utilize basic Customer Service Skills
Fulfill customer literature requests using PRA and PDF files
Participate in departmental meetings, team building, process improvements, and required training

Requirements

What you’ll need

Minimum 2 years work experience in a customer-related environment and a high school diploma or equivalent OR minimum two-year associate degree
Excellent interpersonal communication skills with emphasis on telephone skills
Experience with enterprise based software solutions preferred
Proficiency with written communication
Able to effectively handle customer complaints
1-3 years data entry experience required
Able to use Internet and email with proficiency with Microsoft Office products
Resourceful
Customer oriented
Organized and able to handle multiple priorities
Flexible; adaptable to change
Able to manage time
Capable of following departmental guidelines and company code of conduct
Experience working remote
Able to work in a team environment
Able to travel 5%
Able to maintain flexible hours

Benefits

Comp & perks

Medical
Vision
Dental
Health savings accounts with employer contribution
Flexible spending account options
Company-paid life insurance policy
Paid time off
Company holidays
Floating holidays
100% company-paid short & long-term disability
401k match up to 3.5%
Paid parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data entrycustomer servicesales order processingwarranty claims verificationcomplaint codingproduct knowledgeschedulingrecord maintenanceproblem resolutionorder management

Soft Skills

interpersonal communicationtelephone skillswritten communicationcustomer complaint handlingorganizational skillstime managementflexibilityadaptabilityteamworkresourcefulness