Complaint Intake Specialist

Base Pay Range

$31.00/hr - $31.00/hr

This role is customer-facing with internal and external customers. Communication methods consist of physical mailings, phone calls, emails, and conference calls. Candidates must have excellent phone etiquette and email correspondence, with 50% of the time on the phone and 50% on email.

• Administrative data collection and entry into an 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.
• Routing calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve and 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.

• Experienced in customer service or complaint intake.
• Working knowledge of 21 CFR
  820, ISO 13485, and other international standards preferred.
• Working knowledge of Canadian Medical Device, Drugs, NHP, and CTO regulations preferred.
• Proficiency in Microsoft, specifically Word and Excel.

Mid‑Senior level

Contract

Customer Service

Medical Equipment Manufacturing