Sr Customer Care Loaner Specialist

Fujifilm•Fairfield, NJ

1d•$29 - $34•Onsite

About The Position

The Senior Customer Care Loaner Specialist is the primary point of accountability for the end-to-end coordination of the Company’s loaner equipment program. This role is responsible for ensuring timely loaner fulfillment, retrieval, inventory accuracy, and customer communication while delivering an exceptional customer experience. The position works closely with Sales, Service, and Warehouse team to ensure efficient execution of all loaner-related activities while maintaining compliance with company policies, FDA regulations, and ISO requirements.

Requirements

High School Diploma is required.
Minimum of 3 years’ experience in customer care or service related work environments, preferably in the healthcare industry.
Able to use Microsoft Office.
Excellent communication skills.
Able to adapt to high pressure situations.
Strong ability to multi-task multiple orders or customer requests at the same time.

Responsibilities

Coordinate same-day disbursement of loaner equipment based on customer needs and available inventory.
Retrieve loaner equipment within fifteen (15) business days following shipment of repaired equipment to the customer.
Coordinate reassignment and redistribution of loaner equipment to maximize availability and utilization.
Maintain accurate Loaner Status Reports and monitor the status of all active loaners throughout the loaner lifecycle.
Monitor outstanding loaners and proactively communicate with customers regarding return requirements.
Serve as the primary point of contact for loaner-related customer inquiries and requests.
Respond to and resolve customer complaints and inquiries in a timely and professional manner.
Successfully obtain timely Work Order Repair approvals while maintaining proactive communication with customers regarding the status of all open repair orders.
Follow up with customers within three (3) business days after repaired equipment has been shipped to ensure customer satisfaction.
Perform monthly loaner inventory reconciliation.
Create Return Material Authorizations (RMAs) for customer returns.
Create Loaner Late Fee orders through SAP.
Perform data entry related to Demo/Loaner repairs.
Assist with spare parts and equipment order entry in SAP as needed.
Meet regularly and communicate frequently with the Parts Manager and Parts Department to coordinate loaner availability, repair status, and operational priorities.
Coordinate with Customer Care, Service, Warehouse, and other internal departments to ensure timely execution of all loaner-related activities.
Assist with answering Customer Care order mailbox inquiries as needed.
Provide backup support for Customer Care team members during absences or periods of increased workload.
Perform other duties as assigned by Management.
Comply with all applicable U.S. Food and Drug Administration (FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements, and all other applicable laws, regulations, company policies, and standards.