Customer Service Complaints Specialist - Onsite

Customer Service Complaints Specialist – Onsite (Urgent Need)

Company: Millennium Soft Inc

Location: Franklin Lakes, NJ

Job Type: Contract on W2 – 12‑month, 40 hrs/week, 1st shift (Mon‑Fri, 8:00‑4:30 pm)

Client: Medical Devices Company

Job Category: Clinical (Senior Level)

The primary responsibilities for this role are to provide customer‑facing complaint intake and resolution support for a regulated medical device company. The role requires strong communication skills, data accuracy, and an understanding of medical device regulatory standards.

• Collect and enter administrative data into Excel spreadsheets.
• Maintain accurate records of customer interactions (phone and e‑mail).
• Tri‑age customer inquiries, identify the appropriate parties, and minimize hand‑offs.
• Ensure compliance with client policies, procedures, and regulatory requirements.
• Route calls to the correct departments and follow up to resolve issues.
• Make outbound calls to customers to confirm receipt of field action notifications.
• Document contact information and disposition of products.
• Escalate concerns to management as appropriate.
• Perform other duties as required.

• High school diploma or equivalent (Associate degree preferred).
• Strong Microsoft Excel and Outlook skills.
• Experience in customer service or complaint intake.
• Self‑motivated with minimal supervision.
• Excellent phone etiquette and email correspondence (50% each).
• Experience in a regulated industry is a plus.
• Knowledge of 21 CFR 820, ISO 13485, and related regulatory standards preferred.
• Knowledge of Canadian Medical Device, Drugs, NHP, and CTO regulations is a plus.

• Associate degree preferred; high school diploma required.

Onsite office cubicle; sitting for extended periods; use of computer, keyboard, and mouse; telephone and video conferencing; predictable attendance.

Not specified in the posting.