Job Details

**Customer Service Associate II**

**Location:** US-MO-St. Louis, Missouri, US **Overview**

The Returns and Complaints role is responsible for the appropriate recording and processing of all returns and complaints within the surgical product line.

* Work Schedule: Monday - Friday; 10:30 am - 7:00 pm

* Customer Support: Interact and correspond with external and internal customers to research and resolve complex issues.

* Supports U.S. customers.

**Responsibilities**

* Appropriately document all customer complaints and return requests following the company complaint handling and returns policies.

* Investigate any possible complaint and inquiries from external and internal customers.

* Work with company Global Device Complaint Management (GDCM) team to resolve any documentation needed to close a complaint case.

* Customer Support: Interact and correspond with external and internal customers to research and resolve complex issues.

* Resolve customer issues and ensure that root causes are fixed by recommending corrective measures, such as policy change. Ensure all customer adjustments meet standard operating procedures and that every document is collectible.

* Follow all appropriate financial, ethical, FDA and ISO standards.

* Troubleshoot to identify continuous improvement and process changes.

* Other duties as assigned.

**Qualifications**

Education

* High School diploma Some college preferred.

Skills / Qualifications / Training

* Strong orientation for detail and ability to follow standard operating procedures as well as make recommendations for process improvements.

* Strong customer skills.

* Proficient with Microsoft Office Suite (Word, Excel, Outlook).

* Demonstrate excellent organizational skills along with the ability to handle multiple

* Strong Communication skills required (verbal and written)

Experience:

* Minimum 3 years Customer Service

* Proven Experience in Returns and Complaint handling

* Proven Experience with researching and resolving customer

* Experience working in a regulated industry such as medical device or healthcare strongly preferred.