Customer Service Specialist

Key Responsibilities:

Returns, Repairs, and Complaint Management

• Create and manage returns.

• Validate all return requests against the Global Return Policy.

• Generate RA numbers, shipping labels, and tracking details.

• Intake and report complaints following FDA and internal policy within 24 hours.

• Liaise with warehouses, sales reps, and international teams to manage unknown returns and resolve entry issues.

• Maintain accurate equipment records and manage non-return product billing and credit.

Quoting, Order Processing, and Customer Support

• Create and manage product/service quotes and capital orders.

• Ensure discount compliance, audit readiness, and proper documentation.

• Monitor backorders, process substitutions, and track open orders.

• Process rebates, credits, debits, and resolve billing discrepancies.

• Support EDI, reporting, and product allocation tasks as needed.

Service Contracts and Agreements

• Process and maintain service agreements including renewals, cancellations, and serial number verifications.

• Support customer/field requests for contract terms, extensions, and legal documentation.

• Ensure compliance with audit and regulatory standards for all service-related tasks.

Team and Process Support

• Participate in training, cross-training, and process improvement projects.

• Provide month-end, after-hours, and holiday support as required.

• Contribute to testing (UAT), mergers/acquisitions onboarding, and new system rollouts.

• Assist with report generation, data validation, and continuous improvement initiatives.

Required Qualifications:

• High School diploma required; Associate or Bachelor's degree preferred.

• Minimum 2–5 years of customer service experience, ideally in logistics or healthcare.

• English fluency

Competencies:

• Strong analytical, communication, and interpersonal skills.

• High attention to detail and accuracy under tight deadlines.

• Ability to multitask across systems and responsibilities independently.

• Proven problem-solving skills and ability to manage escalations.

• Customer-first mindset with a proactive approach to issue resolution.

Tools & Systems Used:

• Salesforce CRM

• SAP

• Microsoft Excel, Word, Outlook, SharePoint

• Adobe Reader

• FedEx tools for shipping and tracking