Customer Care Representative

Location: Remote, Eastern Time Zone

Employment type: Full-time

Pay: $23 - $28/hour, with potential bonus eligibility

Schedule: 9:00 AM to 5:30 PM Eastern Time

Role overview

You’ll support customer care operations for orthopedic products by handling complex inquiries, supporting order management, assisting team members, managing returns, and helping improve the customer experience.

What you’ll do

• Support new hires with ongoing training on products, processes, telephony skills, and software use.
• Assist the customer care team through Outlook, eCommerce, EDI, and other service channels.
• Handle customer inquiries related to order management, substitutions, returns, and custom bracing.
• Maintain service level agreements and support on-time order fulfillment.
• Manage advanced backorder and backlog order activity.
• Coordinate with production planning, supply chain, logistics, distribution centers, and product management.
• Review pricing, approvals, accuracy, and quality details while managing customer returns.
• Apply basic orthopedic anatomy knowledge to support product-related customer needs.
• Identify process gaps and work with teams to improve customer experience.
• Manage urgent customer issues and provide tailored solutions.
• Complete required HIPAA training and maintain healthcare privacy compliance.
• Support special projects and assignments from leadership.
• Collaborate with cross-functional teams to support patient care and business solutions.

What you’ll need

• 5+ years of customer service experience in a customer care role required.
• Senior customer care experience preferred.
• 4+ years of experience with ERP, CRM, eCommerce, remote telephony platforms, logistics, and manufacturing background required.
• Basic understanding of human anatomy related to orthopedic bracing required.
• Computer proficiency, including internet search, MS Outlook, Word, and PowerPoint.
• Ability to learn new software and systems.
• Experience with Oracle, CRM, and Power BI preferred.
• Advanced website navigation and selling skills required.
• Associate degree or equivalent education and experience preferred.

Additional details

• Applicants must be authorized to work in the United States on a full-time basis.
• Visa sponsorship is not available for this position.
• Drug-free work environment.