Complaint Management Specialist

2 weeks ago


Sparks Glencoe, United States Avani Tech Solutions Private Limited Full time

Job Title: Complaint Mgmt. Spec. II

Location: Sparks MD 21152

Duration: 12 months


Job Description:

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.

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's 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:

  • 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.


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