The Customer Care & Fabrication Intake Specialist is responsible for day-to-day fabrication activities in a customer facing environment with the goal of driving excellence in the building of custom-made upper limb prosthetic devices.
Responsibilities
Maintain a solid product and fabrication knowledge to support both external customers and internal team members.
Independently manage all incoming and outgoing fabrication work, including working with key stakeholders (sales, clinical, fabrication, and customers) to ensure proper timely completion of work and all areas of the business are represented in fabrication.
Independently prioritize work based on fabrication capacity and key stakeholder requests, and update internal team members on current and expected lead times for fabrication.
Become the one main contact for all customer interactions regarding fabrication.
Interact with customer to help complete fabrication order forms and discuss basic fabrication techniques and capabilities of the Ohio fabrication facility. This interaction includes confirmation emails and projected job completion dates on any incoming fabrication work.
Onboard and train new customers on fabrication capabilities, the fabrication process, and requirements for successful job intake
Interact with Enterprise Resource Planning software, to facilitate timely production of upper-limb prosthetic devices.
Converts Sales Quotations to Sales Orders
Create Manufacturing Orders that align with Sales Orders.
Confirm shipping location and shipping speed with customer to ensure accuracy.
Ensuring due dates are aligned with Sales/Clinical Support team for patient deliveries.
Interact with customers to maintain intimate knowledge of complex internal and external customer requests. This will involve orchestrating the receipt of fabrication forms, impressions, third party components, and information such as emails.
Identify the qualities of a prosthesis and compare them to previously established quotes.
Develop thorough knowledge of product line to be able to educate customers on proper care and use of device and avoid damage to the prosthesis resulting in service and repair.
Interaction with technicians and Fabrication Lead to maintain awareness of work in progress, timely completion of fabrication jobs, and coordinate unexpected delays with customers.
Provide the Customer with the progression of their fabrication job including shipment details with tracking number included and thank you to customer for their partnership, etc.
Desired Traits
Strong communicator with the ability to work collaboratively with others.
High energy, strong self-disciplined work ethic, self-motivation.
Strong organizational, planning, and time management skills
Qualifications
High School diploma or GED.
Preferred 3 years’ experience working in a customer facing role.
Strong computer skills (MS Excel, Word, Teams, Outlook, and SalesForce).
Physical Requirements:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The US base hourly range for this full-time position is $22.83 - $28.00 + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Benefits we offer:
Referral Bonuses
Paid Sick and Vacation time
We provide a flexible work environment to offer work/life balance
401(k) plan with company match
Medical, dental, and vision insurance
Wellness Program - Save up to 30% in your medical premiums
Company Paid Life Insurance
Affordable Short- & Long-Term Disability Insurance
Affordable Accidental and Critical Illness Insurance
10 Paid holidays
Give Back Program – Paid time off to Volunteer
Tuition Reimbursement
Annual Performance Reviews
And Much More…
Össur is a leading global provider of prosthetics and bracing and supports solutions.
Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.
Embla Medical's equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world).
Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.
Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website.