Complaints Handler

Pay Range and Details

Base pay: $30.00/hr – $32.00/hr final offer: $32.96/hr on W‑2.

Job Title:

Complaints Handler

Location:

Franklin Lakes, NJ – Onsite (1 Becton Dr, Franklin Lakes, NJ)

Duration: 12 Months +

Shift: 1st Shift – 9:00 AM to 5:00 PM

Seniority Level: Associate

Employment Type:

Contract

Job Function:
Quality Assurance and Customer Service

Industry: Medical Equipment Manufacturing

• Administrative data collection and entry.
• Engage with internal and external customers via physical mailings, phone calls, emails, and conference calls.
• Maintain 50% phone and 50% email correspondence with excellent etiquette.
• Enter data into Excel spreadsheets.
• Collect and document contact information.
• Document gathered information.
• Triage complex customer inquiries, identify resolution parties, and minimize hand‑offs.
• Ensure compliance with client policies and procedures.
• Route calls to appropriate departments; if multiple involved, resolve and callback the customer.
• Make outbound calls to verify receipt of field action notifications.
• Navigate large medical facilities to identify correct parties for corrective action notices.
• Maintain detailed records of outbound calls including representative names, titles, disposition.
• Escalate concerns to the next level of management.
• Perform other duties as required.

• High school degree required.
• Strong Microsoft Excel and Outlook skills.
• Experience in customer service or complaint intake.
• Self‑motivated and able to work with minimal supervision.
• Experience in regulated industry is a plus.
• Knowledge of 21 CFR 820, ISO 13485, and other international standards preferred.
• Knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.
• Proficiency in Microsoft Office (Word, Excel).
• Strong verbal communication skills.

Onsite office cubicle – 5 days per week.

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