TF Customer Service Representative I

General Summary:

The Customer Experience Rep. 1 provides direct support to customers, dealers, therapists, and internal departments by accurately processing orders, entering quotes, providing product and account information, and resolving inquiries in a timely and professional manner. This position ensures order accuracy, maintains strong customer communication, and supports both AMI and Therafin (TF) product lines. This role follows the same core responsibilities across divisions, with specific duties for each product line outlined in the Division-Specific Responsibilities section.

Role and Responsibilities:

The essential roles, responsibilities, and activities for this position are:

Customer Support & Communication

·        Communicate with customers via phone, email, or fax to provide information on products, services, pricing, order status, and shipping.

·        Enter orders and quotes, cancel or update accounts, and gather details to resolve customer concerns.

·        Maintain a courteous, professional, and solution-focused communication style.

·        Record all customer interactions, including inquiries, complaints, resolutions, and follow-up actions.

Order Processing & Account Management

·        Receive, process, and verify accuracy of all standard and non-custom orders and quotes.

·        All standard and non-custom orders/quotes received by 5:00 PM must be completed the same day.

·        All custom orders and custom quotes must be completed within 48 hours of receipt.

·        Enter customer orders with accuracy, ensuring correct product selection, pricing, terms, shipping method, and special instructions.

·        Maintain accurate customer account details, including notes, discounts, payment terms, and tax coding.

·        Determine payment and shipping method and collect payments for all prepay orders before shipping.

·        Release orders multiple times daily to support timely production and fulfillment.

Issue Resolution & Follow-Up

·        Research and resolve customer issues, shipping delays, product concerns, billing questions, and back orders.

·        Prepare, distribute, and track Return Authorization (RA/RMA) forms for exchanges, credits, refunds, or product failures.

·        Refer unresolved or complex issues to appropriate internal departments.

·        Ensure all follow-up communication is completed in a timely manner.

Systems & Tools Utilization

·        Utilize company software systems daily, including NetSuite, Quote to Order (Q2O), Fourth Shift, FileHold, RingCentral, KPay, and other required tools.

·        Use FileHold to research archived orders, invoices, and historic customer documentation (TF).

·        Navigate AMI and Therafin websites to support product information and customer inquiries.

·        Maintain accurate system documentation and ensure data integrity.

Documentation, Compliance & Professionalism

·        Maintain clear documentation of inquiries, actions taken, and resolutions.

·        Assist with customer complaints, corrective actions, and process improvement suggestions.

·        Attend department meetings and complete product training activities.

·        Follow company policies, safety rules, and quality standards.

·        Contribute to a positive, respectful, and collaborative work environment.

Division-Specific Responsibilities

AMI Representative – Additional Duties

(ActiveAid, Evolv, Glider, StrapStand, Zing)

·        Technical & Product Support

o   Identify required parts by reviewing customer orders, technical drawings, prints (Grand Avenue), and equipment manuals.

o   Troubleshoot technical issues and advise customers on proper usage and operation.

o   Communicate order status, product availability, and shipping expectations.

·        Quoting & System Requirements

o   Create accurate quotes in NetSuite, Made to Manage, and other AMI systems.

o   Research freight and shipping pricing for quotes and orders.

o   Assist Sales & Marketing with manuals, FAQs, troubleshooting guides, and price lists.

·        Quality & Compliance

o   Log and evaluate customer complaints and feedback promptly.

o   Report potential medical incidents to Quality Management immediately.

o   Assist in corrective and preventive action reviews where applicable.

Therafin (TF) Representative – Additional Duties

(Soft goods, trays, laterals, hip guides, custom assemblies, custom seating)

·        Custom Order Processing

o   Enter and verify custom orders, including assemblies, laterals, hip guides, trays, and soft goods.

o   Interpret measurements, including fractional measurements, for custom configurations.

·        System Requirements

o   Thoroughly utilize Q2O for processing standard and custom TF orders and quotes.

o   Use Fourth Shift, FileHold, RingCentral, as part of daily operations.

o   Navigate the Therafin website to assist customers with product details and resources.