Title: Complaint Management Specialist II

Location: Franklin Lakes, NJ

Schedule: Mon – Fri, 8:00AM – 4:30PM EST

Note: This is a W2 contract role; C2C, 1099, & 3 ^rd party candidates WILL NOT be considered

The Complaint Management Specialist II role is an internal and external customer-facing role, which will triage complex customer inquiries and manage communication regarding company products. Communications will include physical mailings, phone calls, emails, and conference calls. The primary responsibilities for this role are:

• Triaging complex customer inquiries,understanding appropriate parties to resolve, and minimizing the number of hand-offs for the customer
• Routing calls to appropriate departments for further assistance; in the event that multiple departments are involved, taking on the task to resolve, then returning the customer’s call
• Placing outbound calls to various customers to verify if field action notifications have been received
• Navigating through large medical facilities to identify correct parties to acknowledge corrective action notices
• Ensuring compliance with all internal policies and procedures
• Maintaining detailed records of outbound calls, such as representative names, titles, and disposition of any products, including documenting information gathered and appropriate contact information, handling data collection and entry into Excel
• Raising any escalated concerns to the next level of management
• Performing other duties, as required

Position Qualifications:

• Strongcustomer service and verbal communication skills; experience in complaint intake preferred
• Proficiency in Microsoft Office, specifically Word and Excel
• Self-motivated, and able to work with minimal supervision
• Working knowledge of 21 CFR820, ISO 13485, or other international standards preferred
• Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred
• A minimum of a High School Diploma or GED required; Associate’s Degree preferred

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