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Customer Service Jobs in Schenectady, NY

Customer Service Specialist

Smith & Nephew Plc

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JOB DETAILS
SKILLS
Analysis Skills, Billing, Communication Skills, Continuous Improvement, Credit Processing, Customer Support/Service, Data Quality, Detail Oriented, Electronic Data Interchange (EDI), English Language, Equipment Maintenance/Repair, FDA (Food and Drug Administration), Healthcare, High School Diploma, International Sales, Interpersonal Skills, Legal Documents, LinkedIn, Logistics, Maintain Compliance, Microsoft Excel, Microsoft Outlook, Microsoft SharePoint, Microsoft Word, Multitasking, Order Processing, Problem Solving Skills, Process Improvement, Product Management, Reconciliation, Record Keeping, Records Management, Regulatory Compliance, Remote Team Management, Time Management, Warehousing
POSTED
8 days ago

Job Description

Key Responsibilities:

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.

Quoting, Order Processing, and Customer Support

  • 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.

Service Contracts and Agreements

  • 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.

Team and Process Support

  • 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.

Required Qualifications:

  • 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

Competencies:

  • 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.

Tools & Systems Used:

  • Salesforce CRM

  • SAP

  • Microsoft Excel, Word, Outlook, SharePoint

  • Adobe Reader

  • FedEx tools for shipping and tracking

Smith+Nephew 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.

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About the Company

S

Smith & Nephew Plc

The Group has a history dating back 160 years to the family enterprise of Thomas James Smith who opened a small pharmacy in Hull, England in 1856. On his death in 1896, his nephew Horatio Nelson Smith took over the management of the business. Thomas James Smith black and white photograph Image: Thomas James Smith A few days after the declaration of World War 1 in 1914, Horatio Nelson Smith (the nephew of the company founder T. J Smith) met with an envoy of the French President in London. The company was awarded a contract to supply £350,000 of surgical and field dressings, to be delivered in five months. By the late 1990s, Smith & Nephew had expanded into being a diverse healthcare conglomerate with operations across the globe, including various medical devices, personal care products and traditional and pioneering woundcare treatments. In 1998, Smith & Nephew announced a major restructuring to focus management attention and investment on three business units — wound management, endoscopy and orthopaedics — which offered high growth and margin opportunities. Smith & Nephew was incorporated and listed on the London Stock Exchange in 1937 and in 1999 the Group was also listed on the New York Stock Exchange. In 2001, Smith & Nephew became a constituent member of the FTSE-100 index in the UK. This means that Smith & Nephew is included in the top 100 companies traded on the London Stock Exchange measured in terms of market capitalisation. Today, Smith & Nephew is a public limited company incorporated and headquartered in the UK and doing business in many countries around the world.
COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Medical Devices and Supplies

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