Senior Customer Repair and Intake Specialist

About the Role Senior Customer Repair and Intake Specialist – responsible for documenting customer complaints in the quality system, processing product returns and repairs (RMA) for Allen Accessories, and providing support to customers via phone and email, including working within a call queue environment to manage incoming inquiries. Responsibilities 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, verifying required data before 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. Qualifications High school diploma or equivalent required; associate’s degree preferred. 1+ year(s) 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. Compensation Estimated base salary: $54,400–$74,800 annually. Benefits Baxter offers comprehensive compensation and benefits packages, including medical and dental coverage that starts on day one, basic life, accident, short‑term and long‑term disability, business travel accident insurance, Employee Stock Purchase Plan, 401(k) Retirement Savings Plan, Flexible Spending Accounts, educational assistance, paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leave, paid parental leave, commuting benefits, Employee Discount Program, Employee Assistance Program, and childcare benefits. Employment Information Applicants must be authorized to work for any employer in the U.S. Baxter is unable to sponsor or take over sponsorship of an employment visa at this time. 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. Baxter is committed to providing reasonable accommodations to individuals with disabilities globally. For inquiries about accommodations, please contact our recruitment team. #J-18808-Ljbffr