Senior Customer Repair and Intake Specialist

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Your role at Baxter The Senior Customer Repair and Intake Specialist is responsible for documenting customer complaints in the quality system and processing product returns and repairs (RMA) for Allen Accessories. This role ensures complete and accurate complaint records, supports FDA complaint handling requirements, and coordinates return and repair activity across internal teams and external partners. The position also provides support to customers via phone and email, including working within a call queue environment to manage incoming inquiries. This is a full-time position based in Batesville, IN. The schedule is an 8-hour shift between 8:00 AM – 5:00 PM, Monday–Friday. What you’ll be doing • Enter and maintain customer complaints in the approved contact management system in compliance with FDA requirements • Provide customer support via phone and email, including managing inbound inquiries through a call queue system • Process RMA returns and repair requests, including verification of required data prior to submission • Contact customers, distributors, and sales representatives to obtain required complaint and product information • Track repair status with the repair depot and update case records accordingly • Obtain and document purchase orders for fee-based repair services • Review complaint records for completeness, accuracy, and regulatory compliance • Update complaint status and documentation as product returns and repairs progress • Serve as primary point of contact for intake and documentation of Allen Accessories complaints What you’ll bring • High school diploma or equivalent required; Associate’s degree preferred • 1+ years of experience in customer service, complaint handling, or service operations, including documenting customer issues in a case management or CRM system • Experience providing customer support via phone and email, preferably in a queue-based environment • Experience processing returns, repairs, or service requests (RMA or similar workflows) and maintaining accurate records in a regulated or process-driven environment • Ability to manage multiple active cases and meet defined timelines for complaint handling • Proficiency using Microsoft Outlook, Excel, and Word or equivalent applications • Experience in an FDA-regulated or medical device environment preferred • Experience coordinating with repair, service, or operations teams and handling purchase orders or service-related billing preferred We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $54,400 to $74,800 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. US Benefits at Baxter (except for Puerto Rico) This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice. No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives. Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.