Customer Service Representative I (Cascade -Returns) in Homeoffice bei Cascade Orthopedic Supply LP

Summary Statement

Cascade Orthopedic Supply, LP, a separate and independent subsidiary of Ottobock, is distinguished as the largest O&P distributor in North America. We provide solutions that improve quality of life!

Our reputation is built on its continued commitment to customer service and technological advancements. We distribute a wide selection of products from over 300 suppliers. As part of our ongoing commitment to excellence, the company boasts a friendly and knowledgeable team, electronic invoicing and payment options, discounts, patient care software integrations, and overnight delivery at ground rates to help streamline business practices.

We have longstanding customers and valued employees who have been with the company for more than 30 years, and are proud to sell and support products that assist in mobilizing and empowering people across the country.

As we continue to grow we are looking for enthusiastic, motivated individuals who share our vision and mission for success to join our team. We are looking for a strong Customer Service Returns Representative to join our remote Customer Service Team! (Work schedule 8:00AM-5:00PM PST/9:00AM-6:00PM MST/10:00AM-7:00PM CST/11:00AM-8:00PM EST, M-F)

Job Description

The Customer Service Returns Representative reviews and processes returns as well as answers emails and chats to respond to return requests and issues from customers and internal departments, as well as gathers needed data to return products to vendor when necessary. Projects a professional company image through email, and chat interaction.

The Cascade Customer Service Team is on the front lines of ensuring that every Cascade customer is a happy and satisfied customer.

Duties & Responsibilities

• Assists all Distribution Centers with returns requiring additional information or authorization.
• Process customer returns received via fax, email, chat, web, and EDI and enter any applicable replacement orders in accordance with department procedures and company policies.
• Assist customers with more complex return issues, including but not limited to lost shipments, claims, call tags or general return inquires.
• Assist with credit reversals and vendor credit denials.
• Manage and purge old return authorizations.
• Performs other job-related duties as assigned.
• Establish and maintain a long term positive working relationship with others (customers – both internal and external).
• Maintain a high degree of cooperation, communication, and coordination with others.
• Remain logged in and available during scheduled shift.
• Properly utilize company computer technology resources, and telephone equipment.

Qualifications

The ideal candidate will have experience working in telephone customer service and online return requests, assisting customers with order placement, returns, and problem resolution.

• Must be motivated, able to follow processes.
• Ability to learn and be problem solution oriented.
• Have great customer service skills and a teachable attitude as well as team oriented.
• Experience in orthotics and prosthetics is a plus, but not required.
• Work schedule M-F 8:00AM-5:00PM PST/9:00AM-6:00PM MST/10:00AM-7:00PM CST/11:00AM-8:00PM EST

Additional expectations

Follow Order Entry/RMA/PO procedures.

Follow established company policies (shipping program policy including provisions for minimum order value, drop shipments and backorders, stock/non stock inventory exceptions, and RMA policies).
Learn products and product codes.
Learn how products are used.
Utilize P21 Portal and daily backorder report for follow up with customers and notes in P21.
Attend all team meetings/in-services/trainings and provide feedback and ideas.

Compensation Data

Starting salary - $17-18 per hour

Benefits

Medical

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