Sarnova HC, LLC

Returns Customer Care Specialist

Job Locations US-OH-Dublin
# of Openings
Customer Service/Support

Company Overview

Sarnova is the leading national specialty distributor of health care products in the emergency medical services (EMS) and respiratory markets. The company operates through several market-leading distributors including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider that specializes in CPR Training, Program Management, AEDs, Defibrillators, Accessories and Service.

We offer more 100,000 health care products to 20,000 hospitals and emergency care providers across the country. Sarnova is the only national distributor that can offer expertise and support across multiple specialty health care markets.

Responsibilities and Qualifications


The primary responsibility of this position is to process complex returns, complete the appropriate paperwork and collaborate with other internal departments to collect applicable information to process the return, collect appropriate signature authority, and finally complete the return on behalf of the customer within timeframes shared by direct manager. This role provides support across all LOB’s and acts a dual agent for escalations within BTM; THS; EMP and Cardio Partners. As needed, the Returns Specialist will answer IB customer calls, process orders, answer customer and Account Manager inquiries and resolve customer problems. This position is responsible for processing the paperwork necessary to satisfy customer returns requirements accurately and in a timely manner as set by management.


Essential Duties and Responsibilities:

  • Process product returns sent by internal business partners and customers through e-mail, web, or fax, and complete accurately and in a timely manner.
  • Follow up and provide status information to management, internal business partners, and customers regarding return requirements and return status.
  • Collaborate effectively with internal departments and know which departments/contacts to go to for various questions and signature authority.
  • Review return for accuracy and make changes as needed.
  • Research and resolve all necessary requirements to resolve and complete return the first time.
  • Excellent time management skills and the ability to deliver within required timeframes for all escalated returns.
  • Escalate to management immediately if there is an issue holding back the successful completion for a product return.
  • Prioritize and organize daily actions and follow-ups to ensure timely resolution of return.
  • Evaluate customer concerns and resolve problems to the customer’s satisfaction.
  • Route returns through appropriate departments/contacts for approval.
  • Determine and authorize credits and rebills as needed within the returns process.
  • Filing and other office details as necessary.
  • Take and handle IB customer calls and process customer inquiries to appropriate respond to the call queue with a sense of urgency.
  • Assist in any other areas of the company as requested by management.




· One to two years of customer service experience.

· One year experience as a BTM customer service rep preferred.

· Basic understanding in working in Great Plains preferred.

  • Strong computer skills. Basic understanding of MS Outlook, Word and Excel.

· Ability to work independently with proper training to complete all paperwork and forms leading to a successful completion of a product return.

· Ability to work in a work environment with metrics and appropriate timelines to successfully complete a product return.

· Experience working within a distribution company preferred.

· Knowledge of EMS, respiratory therapy, anesthesia, and surgery a plus.


Skills/Experience Required:

  • Able to successfully work in a changing environment.
  • Strong interpersonal skills. Must be able to develop and maintain cooperative working relationships with customers and co-workers.
  • Ability to accurately assess a situation, identify and resolve customer problems.
  • Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image. Able to diffuse an upset customer and/or an intense situation.
  • Must possess self-motivation and the initiative to exceed customer expectation.
  • Superior communication skills, both written and verbal. Able to present information and solutions in a professional and courteous manner.
  • Ability to complete primary responsibilities and meet metrics/timelines as outlined by direct management
  • Excellent attention to detail and accuracy.
  • Able to organize and prioritize tasks in order to handle call load and still finish other duties.


Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled


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