Essential Duties and Responsibilities:
- Effectively manage and process complaints, including daily tasks associated with processing complaint files across multiple product lines.
- Open complaint records and collect necessary complaint information.
- Perform follow-up with the customer (written and verbal).
- Determine reportability of complaints.
- Evaluate complaints for the need to investigate and coordinate sample retrieval.
- Respond to customer complaints (written and verbal).
- Ensure timely closure of complaints as per procedure.
- Manage and process MDRs (Medical Device Reports) and more complex complaints under supervision.
- Manage workflow, identifying and escalating issues.
- Triaging internal and external communication for complaints.
- Participate in continuous improvement efforts and projects as assigned.
Skills Required:
- Fluent in English with solid written and verbal communication skills.
- Ability to prioritize and multitask.
- Proficient with computers.
- Ability to work with cross-functional teams and interact effectively with peers, management, and customers.
- Readily accepting of assignments to new/different products.
- Strong critical thinking and problem-solving skills.
- Ability to work independently.
- Detail-oriented.
