Complaint Management Specialist

2 weeks ago


Sparks Glencoe, United States Indotronix Avani Group Full time

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 consist 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 BD policies and procedures.
  • Routing the calls to appropriate departments for further assistance. If multiple departments are involved, take on the task of resolving 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 the correct party to acknowledge corrective action notices.
  • Maintain detailed records of outbound calls such as representative names, titles, and 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. A high school degree is required.


Knowledge and Skills:

  • Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred
  • Working knowledge of Canadian Medical Devices, Drugs, NHP, and CTO regulations is preferred.
  • Proficiency in Microsoft Office, specifically Word and Excel
  • Strong Verbal Communication skills
  • Can work with minimal supervision.


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