Customer Care Specialist - Upper Limb

About Us

Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. Significant ongoing investment in research and development has led to over 2,100 patents, award‑winning designs, and successful clinical outcomes. Össur is focused on improving people’s mobility through the delivery of prosthetics and bracing & supports solutions. Helping people live a Life Without Limitations is why we exist as a company.

Provides customer care support by assisting customers through processing orders, enhancing incoming orders, and coordinating with other departments. Supports the Customer Care and field team in achieving goals within the department.

• Act as the main contact for custom/specialized customer solutions, including pricing inquiries, scheduling, shipping information, follow‑up, technical assistance and making recommendations that are in the best interest of the customer and their patients.
• Process and enhance orders using telephone, computer, and interpersonal interactions according to internal procedures.
• Verify warranties, enter complaints, feedback, and authorize returns in the computer system, solve invoice queries, produce credit notes when required and follow up on them.
• Provide pricing and availability by referencing the product price list and quoting prices or faxing prices to customers.
• Read and understand order forms, measurements, medical terminology, prosthetic fabrication and/or custom bracing instructions.
• Inspect digital scans and physical casts to ensure they are design ready.
• Communicate effectively with clinicians to obtain missing information or clarify unclear instructions.
• Enter customer information into the CRM system and handle customer interactions.
• Generate communication with field sales and other departments through the CRM system regarding customer behavior and/or needs.
• Provide a superior customer experience through excellent written and verbal communication according to Össur’s quality assurance standards.
• Maintain product and technical knowledge through ongoing training and development courses.
• Maintain professional relationships with internal and external customers.
• Use Microsoft Office products (Windows, Word, Excel, and Access) and Navision in daily activities.
• All employees must receive general training in quality requirements during onboarding and new employee orientation; more specific training is job‑specific.
• Use company funds and property responsibly within the set guidelines.
• Maintain an honest and professional attitude as the company’s representative at all times.
• Contribute to a safe working environment by maintaining your workspace and reporting any potential hazard.
• Adhere to company safety rules and company values – honesty, frugality, courage.
• Perform other duties as requested.

• High school graduate with 5 years of customer service experience.
• Intermediate proficiency with Microsoft Office products.
• Basic knowledge of accounting terms and transactions (desirable).
• Basic medical terminology (desirable).

• We value a diverse working environment and a welcoming and fun company culture.
• We empower our colleagues and encourage close collaboration, allowing us to develop the best products and maintain the highest possible standards of care.
• Competitive compensation packages.
• Medical, dental, and vision benefits.
• 401(k) retirement plan with employer matching contribution.
• 9 paid holidays.
• 13 vacation days, birthday, and two volunteer days.
• 8 sick days within the first year of employment.
• Paid parental bonding.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed, walk primarily on a level surface for periodic periods throughout the day, reach above shoulder heights, below the waist, or lift as required to file documents or store materials.

Proper lifting techniques are required and…