In this role, the successful candidate:

• Receives and sorts returned products in a timely manner.
• Matches returned products with the RMA case number on file.
• Notifies internal support team if returned product is not associated with an RMA. 
• Reconciles quantities of returned products within the ERP system.
• Communicates with customers who have not returned their products in 30/60/90 days.
• Provides return status updates upon request from internal support teams.
• Ensures customers receive credit for their returned products, if applicable.
• Inspects returned products, ensures return reasons are accurate, and completes final root cause analysis.
• Sterilizes returned product that may have been in contact with a patient.
• Coordinates restocking of undamaged products.
• Works with the Quality department to ensure all high-risk cases are properly analyzed.
• Reviews record documentation and follow-up activities for completeness and timeliness
• Closes cases according to established guidelines to meet required timelines
• Maintains a working knowledge of company policies and procedures, departmental processes, and associated procedures and work instructions.
• Maintains an understanding of information/data required to be collected for technical and adverse events/ reportable complaints to ensure compliance with regulations and directives.
• Other duties as assigned

• What does it take to be a qualified candidate?
• High School diploma or equivalent required.
•  2 years dental lab experience preferred.
•  Experience with Microsoft Office suite.
• Salesforce experience preferred.
•  QAD experience preferred.
•  Strives to continuously build knowledge and skills.
• Excellent verbal, written, and interpersonal communication skills.
•  Attention to detail.
•  Strong analytical and critical thinking skills.
•  Ability to work as part of a team.
• Ability to learn technical concepts by reading work instructions and standard operating procedures, and completing on-the-job training. 
•  Knowledge of cGMP regulations ISO 13485, 21CFR Part 820, CMDR SOR/98-282, 93/42/EEC, RDC 16 2013, MHLW MO 169 and TG(MD)R Sch3 preferred. ·