Customer Service Representative – Returns & Demo Programs

Job Description

Customer Service Representative (Returns & Demos) | Hanger, Inc.

The Tone:
This is an in-person role at Fillauer, located in Tennessee. Fillauer is a global leader in orthotic and prosthetic innovation, creating products that empower clinicians and patients to achieve functional outcomes. This role plays a critical part in supporting Fillauer’s commitment to exceptional customer service and operational excellence, ensuring smooth product return processes and efficient coordination of product demo activities.

The TL;DR
• Role: Full Time
• Location: In-person, Tennessee

• Mission: To support exceptional customer service and operational excellence through managing product returns, demo programs, and related support functions.
• Tech Stack: Epicor ERP, customer service ticketing system, MS Office Suite (Teams, SharePoint, Excel, Word, Outlook)

What You’ll Actually Do
• Manage Product Returns: Serve as the primary point of contact for all product return inquiries via phone and email, ensuring timely communication and initiating Return Material Authorizations (RMAs) in Epicor.
• Coordinate Demo Programs: Oversee the product demo program for three distinct product lines, including reviewing requests, processing sales orders, maintaining accurate records, and ensuring timely return of demo items.
• Process Repairs and Retreads: Receive and process physical product returns for repairs and hook retread services, creating customer sales orders and coordinating work with assembly and hook room teams.
• Resolve Credit Issues: Investigate and resolve credit requests related to product returns, pricing discrepancies, and freight overcharges, then create and process credit memos in Epicor.
• Support Customer Service & Records: Maintain detailed records of customer interactions and return activities in both the customer service ticketing system and Epicor, while also providing overflow support to the customer service team.

The Must-Haves
• Background: High School Diploma, GED or equivalent. Core domain knowledge in customer service, returns processing, or sales support.
• Experience: 2+ years of experience, preferably in a manufacturing or durable medical device environment. Experience with Enterprise Resource Planning (ERP) systems (Epicor preferred) and customer service ticketing platforms.
• Skills: Excellent verbal and written communication skills, proficient in MS Office Suite, excellent organizational and time management abilities, and comfortable receiving calls through an automated call center.
• Bonus: Demonstrates customer focus, strong attention to detail, effective problem-solving skills, ability to multitask efficiently, capacity for team collaboration, process-oriented mindset, and technical proficiency in digital tools.