Complaint Coordinator

Medela LLC - McHenry, IL

Hourly Wage Starting at: $25

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  You enjoy reviewing and processing complaint data and determining reportability
  
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  You've worked in a regulated industry, with experience in complaint handling and analytics
  
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  You have knowledge of FDA, QSR and ISO Quality Standards
  
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  You are highly proficient in Excel, and have solid experience working in CRM and ERP systems
  
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  You have strong customer service/complaint experience, with a sensitivity and understanding to the customer
  
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  You are looking for a new work home that values their people
  

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  Excellent salary
  
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  Comprehensive benefits plan, which is affordable to our employees
  
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  401K with match
  
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  Money Purchase Plan
  
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  Generous PTO package, including 14 paid holidays
  

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  High School diploma required; Bachelor of Science degree preferred
  
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  Minimum two years' experience in complaint handling/intake, Customer Service, or Customer Service Call Center.
  
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  FDA regulated industry experience in complaint handling and/or analytics preferred
  
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  Knowledge of FDA QSR and ISO Quality Standards, preferred
  
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  Strong analytical, deductive reasoning and multitasking skills
  
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  Excellent verbal and written communication skills
  
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  Experience working in an environment with global objectives
  

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  Review and process complaints, including the escalation of potential adverse event complaints where applicable
  
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  Complete customer follow-ups to obtain additional information needed to assess potential adverse event complaints
  
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  File timely regulatory submissions (MedWatch)
  
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  Utilize reports and dashboards within the SmartSolve Complaint Management Module and track the status of complaint activity assigned to maintain performance expectations
  
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  Navigate between multiple windows and programs to process and obtain information needed to process complaints
  
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  Respond to and process customer email responses in a timely manner in support of complaints and potential adverse event complaints
  
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  Initiate complaints from completed product evaluations where indicated
  
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  Work with Customer Service Representatives and Quality Engineering to resolve customers' quality/technical questions and errors noted on complaint documentation
  

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  Complete daily tasks during the scheduled timeframes and communicate any issues or obstacles that could hinder performance/task completion to the supervisor/manager or designated group lead
  
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  Participate in process improvement activities and/or quality initiatives as assigned/directed by upper management