Fillauer is a global leader in orthotic and prosthetic innovation that empowers clinicians and patients to achieve their best functional outcomes. With manufacturing and R&D locations in Tennessee, Utah, Colorado, and Sweden, Fillauer supports a strong upper limb product line, a robust offering of prosthetic feet, a variety of orthotic devices, and a collection of tools, equipment, components, and materials. Founded over a century ago, Fillauer is dedicated to helping individuals with limb loss and limited mobility return to daily activities and achieve new heights. We are an equal opportunity employer and value diversity at our company.

Fillauer is hiring a Customer Experience Supervisor - East who will directly communication with our customers, while overseeing the day-to-day operations of the Customer Service Team to ensure a customer first approach in all interactions. This role is based in Chattanooga, Tennessee. The ideal candidate for this position will demonstrate superior customer service and professionalism while providing accurate and responsive assistance using knowledge of Fillauer's policies and products. The Customer Experience Supervisor leads by example, proactively serving and supporting both internal and external customers.

Oversee day-to-day customer service team activities.
• Ensure Fillauer policies, processes, and KPI's are adhered to within the customer service team.
• Monitor, review, and accurately process incoming phone calls and emails, guaranteeing timely, accurate, and friendly resolution.
• Answer an average of 10-15 calls a day.
• Update customer account information in an Epicor database.
• Identify order delays, including estimated ship date changes and order input inaccuracy, facilitate corrections, and communication order updates to the customer.
• Support the customer service team in effective customer issue resolution, handle escalations, and update management of resolution or needed support.
• Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, orders, and complaints as well as any actions taken.
• Create Open Orders Reports in Microsoft Excel using basic functions including filters, sorting, conditions, formulas, and pivot tables.
• Proactively communicate and coordinate with other internal departments and business units to ensure Fillauer is exceeding customer expectations.
• Constructively collaborate with the National Customer Experience Manager and the Customer Experience Supervisor - West, to identify gaps in processes, create customer first processes, and implement processes uniformly across Fillauer's customer service team.
• Create process documentation and standardized saved replies for the customer service team to utilize to ensure professional and standardized messaging to our customers.
• Coordinate team breaks, lunches, and vacations to guarantee efficient coverage for customer's needs.
• Assist in the ongoing mentoring, training, and performance reviews of Customer Service Representatives.
• Build and maintain relationships with new and existing customers to ensure superior customer support and develop lifelong customers.

• High school diploma, GED, or equivalent.
• Minimum 5 years' experience in customer service or inside sales.
• Proficient in Microsoft Office, including Teams, SharePoint, Excel, and Word.
• Strong leadership skills with the ability to motivate and inspire team.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and team members.
• Problem-solving and decision-making abilities, with the capacity to handle escalated customer issues and provide timely resolutions.
• Exceptional customer service skills, with a customer-centric mindset and the ability to manage customer expectations and concerns.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Sound knowledge of customer service principles and best practices.
• Must have, or be eligible to obtain, a valid driver's license and driving record within the standards outlined within Hanger's Motor Vehicle Safety Policy and Procedures.
• Proven experience in a supervisory or managerial capacity preferred.

• Possess excellent verbal and written communication skills.
• Ability to supervise and lead others.
• Accurate data entry specific to customer information, part numbers, quantities, shipping options, and pricing.
• Above average computer skills with a technical aptitude and ability to learn company specific software.
• Self-motivated, willing to learn, and reliable.
• Detail oriented and excellent organizational skills.
• Must work well in a team environment.
• Ability to meet deadlines and work effectively under pressure.
• Excellent analytical and problem-solving skills.
• Experience with durable medical equipment and/or orthotics and prosthetics.
• Experience with use of medical terminology in a professional setting.
• Type a minimum of 40 works per minute with minimal errors.
• Preferred experience utilizing a Customer Relationship Management (CRM) tool.
• Knowledge of Enterprise Resource Planning (ERP) software
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger's BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

#ERF-FIL