Senior Customer Repair and Intake Specialist

About the role

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.

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
• Able 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

Qualifications

• High school diploma or equivalent required
• 1+ years of experience in customer service, complaint handling, or service operations
• Experience providing customer support via phone and email
• Experience processing returns, repairs, or service requests
• Ability to manage multiple active cases and meet defined timelines for complaint handling
• Proficiency using Microsoft Office applications
• Experience in an FDA-regulated or medical device environment
• Experience coordinating with repair, service, or operations teams

Skills

• Customer service skills
• Compliance with FDA requirements
• Microsoft Office proficiency
• Team coordination and communication
• Time management and multitasking

Benefits

• Comprehensive health and dental coverage starting on day one
• Insurance for basic life, accident, short-term and long-term disability, and business travel accident insurance
• The Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount
• The 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching
• Flexible Spending Accounts
• Education assistance programs
• 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
• Childcare benefits

Pay

The estimated base salary for this position is $54,400 to $74,800 annually.

Schedule

The Senior Customer Repair and Intake Specialist 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.