Complaints Handler

Complaint Mgmt Spec 2
Franklin Lakes, NJ- Onsite

Duration: 12 Months+

Shift: 1st Shift- 9-5

Pay $32.96/hr on w2

Must haves :
Must have strong Microsoft Excel/Outlook skills
Experienced in customer service or complaint intake
Self-Motivated
Experience in regulated industry is a plus
High school degree required.


EDUCATION :

Education and Experience:

  • Associate degree preferred.
  • High school degree required.
On Site (1 Becton Dr, Franklin Lakes NJ) Five (5) Days a Week

Work Location:
Onsite

Work Hours / Shift Details: 1st shift M-F, 8 hours/day, 40/week, NO OVERTIME 8am - 430pm flexible


Job Description:

Job Summary:

The primary responsibilities for this role are:

  • Administrative data collection and entry.
  • This role is customer facing with internal and external customers. Communication methods consists of physical mailings, phone calls, emails, and conference calls.
  • Candidate must have excellent phone ettiquette and email correspondence 50% of time on phone 50% email.
  • Training provided.

Job Responsibilities:

  • Data entry into excel spreadsheet.
  • Contact information collection and documentation.
  • Document information gathered.
  • Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
  • Ensures compliance with all Client policies and procedures.
  • Routing the calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve then call back the customer.
  • Make Outbound calls to various customers to verify if field action notifications have been received.
  • Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
  • Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
  • Raise any escalated concerns to the next level of management.
  • May perform other duties as required

Education and Experience:

  • Associate degree preferred.
  • High school degree required
Knowledge and

Skills:

Knowledge:

  • Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred
  • Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.

Skills:

  • Proficiency in Microsoft Office, specifically Word and Excel
  • Strong Verbal Communication skills
  • Self-Motivated.
  • Can work with minimal supervision.

Work Environment:
Onsite Office Cubical – 5 days per week
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