Customer Experience Specialist

AT NDI, THE WORK YOU DO HERE MAKES A DIFFERENCE.

Every day, we help shape the future of healthcare. We design and build 3D tracking systems that equip medical devices with advanced spatial navigation technology, delivering greater accuracy, performance, and confidence in procedures where precision is critical. Since 1981, we've partnered with leading OEMs and research institutes to push the boundaries of surgical navigation. Our optical and electromagnetic technologies are trusted in procedures ranging from orthopaedics and spine surgery to cardiac interventions and radiation therapy.

Whether you're designing systems, supporting customers, or enabling the teams behind them, your work matters. It brings clarity to healthcare and helps improve outcomes for patients around the world.

THE IMPACT YOU'LL MAKE:

As our Customer Experience Specialist – RMA (12-Month Contract), you'll be the primary point of contact for returns, repairs and replacements. You'll manage the end-to-end Return Merchandise Authorization (RMA) process- from validation and system entry through resolution- while partnering with Operations, Quality & Regulatory, Complaints and Logistics to deliver a seamless, transparent customer experience in a global, fast-paced environment.

HOW YOU'LL CONTRIBUTE:

• Manage all RMA requests (returns, repairs, replacements): validate submissions (product details, serial numbers, issue description), trigger the process in ERP, monitor shipment/replacement status and keep customers informed.
• Serve as liaison for customer procurement/supply-chain teams on RMA-related timelines, documentation and escalations.
• Coordinate with internal stakeholders: Operations (shipping/logistics), Finance (credit/debit/refunds), Quality & Regulatory Affairs (product investigations, compliance) and Contracts (warranty/service agreements).
• Maintain accurate records in CRM/ERP systems (e.g., Salesforce, Microsoft Dynamics) including customer communications, return justifications and audit-trail notes.
• Follow and improve SOPs related to RMA handling, order tracking and customer communication—identify process inefficiencies and propose improvements to enhance turnaround time, data accuracy and customer satisfaction.
• Maintain strong relationships with customers by ensuring transparent communication and quick issue resolution.

EDUCATION AND PROFESSIONAL QUALIFICATIONS:

• Diploma or degree in Business, Communications or related field.
• Minimum 2 years' experience in customer service, order management or operations (technical or regulated industry preferred).
• Excellent Excel skills, strong customer-focus, highly organised, detail-oriented and comfortable managing multiple concurrent orders/accounts.

ADDITIONAL STRENGTHS:

• Familiarity with ERP/CRM systems; experience with Salesforce or Microsoft Dynamics is a plus.
• Proactive problem-solver, skilled at identifying issues, proposing solutions, and escalating when necessary.
• Team-oriented collaborator who partners effectively with internal departments to ensure seamless customer communication and resolution.

THE BENEFITS OF JOINING OUR TEAM

• A 37.5-hour work week with a hybrid work model available where responsibilities allow.
• A calendar full of employee social events and engagement activities to keep us connected.
• Work where your contributions are valued — as a multi-year winner of Waterloo Region's Top Employers and the 2025 Chamber of Commerce Business of the Year, we're recognized for putting people first and fostering a culture of collaboration and excellence.
• Part of a growing global company with offices in Waterloo, Vermont, Germany, and Hong Kong.
• Conveniently located near GRT and ION transit stops, with free on-site parking available.

If you're looking to join a collaborative and curious team—guided by integrity, bold thinking, and a commitment to doing things right—this could be the team for you. We believe in supporting one another and working together to find creative solutions. You'll be surrounded by people who are passionate about what they do and driven by work that truly makes a difference. If this sounds like the right fit for you, we invite you to apply online and introduce yourself.

We thank all candidates for their interest in joining NDI; however, only candidates invited for an interview will be contacted. Agency calls will not be accepted. For more information about NDI and this position, please visit our website:

• Location: Waterloo