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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.
Job Responsibility
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
Nice to have
Associate's degree
Experience in an FDA-regulated or medical device environment
Experience coordinating with repair, service, or operations teams and handling purchase orders or service-related billing
What we offer
Medical and dental coverage starting on day one
Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP)
401(k) Retirement Savings Plan (RSP) with employee contributions and company matching
Flexible Spending Accounts
Educational assistance programs
Paid holidays
Paid time off ranging from 20 to 35 days based on length of service