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Össur · 2 months ago

Bionic Service Specialist

Orlando, Florida, USA

Full-time

Onsite

Senior Level

$18.93/hr - $22/hr

5+ years exp

Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations. The Bionic Service Specialist provides advanced technical and customer support for Össur’s prosthetic product lines, ensuring exceptional service through accurate order management and expert knowledge.

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Responsibilities

Process, enhance, and monitor orders related to bionic, upper limb, and lower limb prosthetics via CRM, email, and phone according to internal procedures

Maintain detailed customer records and ensure timely follow-up on all interactions, including complaints, returns, and technical inquiries

Provide product-specific guidance, coordinate device service and loaner programs, and communicate repair timelines

Enter feedback, complaints, and service requests in the CRM system; issue credit notes and resolve invoice discrepancies as required

Support sales initiatives by following up on digital marketing campaigns, identifying upselling and cross-selling opportunities, and sharing customer insights with the field team

Represent the Customer Care department in cross-functional initiatives, such as IT or recall-related projects, ensuring alignment and timely execution

Generate CRM-based reports and updates to Field Sales and internal teams regarding service trends, order accuracy, and customer satisfaction metrics

Manage the end-to-end "order-to-cash" process for assigned accounts, ensuring compliance with quality and operational standards