Customer Service Specialist

Job Description Returns, Repairs, and Complaint Management

• Create and manage returns.
• Validate all return requests against the Global Return Policy.
• Generate RA numbers, shipping labels, and tracking details.
• Intake and report complaints following FDA and internal policy within 24 hours.
• Liaise with warehouses, sales reps, and international teams to manage unknown returns and resolve entry issues.
• Maintain accurate equipment records and manage non-return product billing and credit.

• Create and manage product/service quotes and capital orders.
• Ensure discount compliance, audit readiness, and proper documentation.
• Monitor backorders, process substitutions, and track open orders.
• Process rebates, credits, debits, and resolve billing discrepancies.
• Support EDI, reporting, and product allocation tasks as needed.

• Process and maintain service agreements including renewals, cancellations, and serial number verifications.
• Support customer/field requests for contract terms, extensions, and legal documentation.
• Ensure compliance with audit and regulatory standards for all service-related tasks.

• Participate in training, cross‑training, and process improvement projects.
• Provide month‑end, after‑hours, and holiday support as required.
• Contribute to testing (UAT), mergers/acquisitions onboarding, and new system rollouts.
• Assist with report generation, data validation, and continuous improvement initiatives.

• High School diploma required;
  Associate or Bachelor's degree preferred.
• Minimum 2–5 years of customer service experience, ideally in logistics or healthcare.
• English fluency

• Strong analytical, communication, and interpersonal skills.
• High attention to detail and accuracy under tight deadlines.
• Ability to multitask across systems and responsibilities independently.
• Proven problem‑solving skills and ability to manage escalations.
• Customer‑first mindset with a proactive approach to issue resolution.

• Salesforce CRM
• SAP
• Microsoft Excel, Word, Outlook, Share Point
• Adobe Reader
• Fed Ex tools for shipping and tracking

Smith+Naphew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.