Senior Customer Repair and Intake Specialist

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, 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

Requirements

• 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
• 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)

Benefits

Additional Information

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.

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