Specialist II

Job Title: Specialist II – Complaint Management

Location: Franklin Lakes, NJ (Onsite – 5 Days/Week)

Duration: 12 Months

Work Schedule: 1st Shift, Monday–Friday, 8:00 AM – 4:30 PM (Flexible)

The Specialist II – Complaint Management role is responsible for administrative data collection, complaint intake support, and customer communication activities. This is a customer-facing position interacting with both internal and external stakeholders via phone, email, physical mail, and conference calls. The role requires strong attention to detail, excellent communication skills, and the ability to work independently while following established policies and procedures.

Training will be provided.

• Perform administrative data collection and accurate data entry into Excel spreadsheets.
• Serve as a primary point of contact for internal and external customers through phone calls and email correspondence (approximately 50% phone / 50% email).
• Collect, document, and maintain customer and complaint-related information.
• Triage complex customer inquiries, identify appropriate resolution paths, and minimize customer hand-offs.
• Route calls and inquiries to appropriate departments and follow through to resolution when multiple teams are involved.
• Conduct outbound calls to customers to verify receipt of field action notifications.
• Navigate large medical facilities to identify appropriate contacts responsible for acknowledging corrective action notices.
• Maintain detailed records of outbound calls, including representative names, titles, and product disposition details.
• Escalate unresolved or critical concerns to management as needed.
• Ensure all work is performed in compliance with company policies, procedures, and quality requirements.
• Perform additional duties as assigned.

Must-Have

Skills:

• Data entry experience with high attention to detail
• Proficiency in Microsoft Excel and Outlook (including functions such as VLOOKUP)
• Experience in customer service or complaint intake roles
• Self-motivated with the ability to work independently and with minimal supervision

Nice-to-Have:

• Experience working in a regulated industry (medical device, pharmaceutical, or healthcare preferred)

• High school diploma required
• Prior experience in customer service, complaint handling, or administrative support roles preferred

• Working knowledge of quality and regulatory standards such as 21 CFR Part 820 and ISO 13485 preferred
• Familiarity with Canadian medical device and healthcare regulations is a plus

• Strong verbal and written communication skills
• Proficiency in Microsoft Office (Word and Excel)
• Strong organizational and documentation skills
• Ability to manage multiple tasks and priorities efficiently

• Prolonged periods of sitting while working at a computer
• Frequent use of computer, keyboard, mouse, and phone
• Participation in phone calls and meetings throughout the workday
• Regular, predictable attendance during scheduled work hours
• Moderate noise levels typical of an office environment
• Onsite office/cubicle setting
• Required to be onsite five (5) days per week

Entry level

Contract

Science

Pharmaceutical Manufacturing, Medical Equipment Manufacturing, and Biotechnology Research