Consumer Resolution Specialist

Consumer Resolution Specialist

Job Family:
Quality Assurance

Country/Region:
United States

Location:

1 day a week in our New Berlin, WI office (either Thurs or Friday) and occasional scheduled meetings as needed.

Schedule:

Monday-Friday, 8:30-5pm with some flexibility

Join a growing company with a strong purpose!

Do you want to make a difference for people breathing, speaking and living with a neck stoma? At Atos Medical, our people are the strength and key to our on-going success. We create the best customer experience and thereby successful business through our 1300 skilled and engaged employees worldwide.

About Atos Medical

Atos Medical is a global leader in neck stoma care-dedicated to improving the lives of people living with laryngectomy and tracheostomy. With origins in Sweden and Germany, both our Laryngectomy and Tracheostomy brands bring decades of expertise and innovation in voice and respiratory care, offering trusted solutions such as the Provox voice prosthesis and TRACOE tracheostomy products.

As part of the Coloplast Group, we operate in over 90 countries with a shared commitment to clinical excellence, patient support, and high-quality medical devices that help people breathe, speak, and live more comfortably.

We are seeking a Consumer Resolution Specialist to join our team!

The Consumer Resolution Specialist investigates and resolves consumer grievances, ensuring timely and effective communication with customers and partners. This role conducts root cause analysis, supports audits and compliance, drives process and quality improvements, and collaborates across departments to strengthen customer satisfaction and regulatory adherence.

• Document, investigate, and resolve consumer grievances regarding product or service issues.
• Communicate directly with customers to troubleshoot and resolve issues, providing follow-up when necessary.
• Support global partners with the collection, investigation, and response to product-related complaints.
• Build strong relationships with consumers as well as other quality-related departments.

• Conduct investigations and research to identify root causes of problems or responsible parties/processes.
• Gather and analyze data to identify trends, problem areas, or potential improvements.
• Apply systems, databases, and research techniques to support investigations and analysis.
• Write reports with recommendations, including preventive and corrective actions, for management.

• Identify, design, develop, and maintain solutions to improve processes.
• Work to expedite processes that have encountered delays.
• Coordinate the design, collection, and monitoring of key quality performance metrics (e.g., non-conformances, compliance violations, product complaints, audit responses, and investigations).
• Assist with policy, SOP, and work instruction writing and periodic reviews to ensure compliance with current quality requirements.

• Assist in the internal audits program including scheduling, conducting audits, generating reports, and managing audit files.
• Support reporting to local and global management on the effectiveness of controls, internal audit findings, complaints, and investigations.
• Maintain up-to-date knowledge of products, operations, and compliance rules/regulations.

• Assist in preparing and documenting training to ensure personnel are properly informed and trained.
• Collaborate across internal departments to ensure timely resolution of issues.
• Meet individual, departmental, and company goals.
• Perform other related duties as assigned by management.

• Strong background in customer service or administrative support roles.
• Demonstrates patience, determination, and dedication to customer service.
• Excellent data collection and analysis skills with a strong attention to detail.
• Strong time management, organizational, and prioritization.
• Strong leadership, problem-solving, and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-past environment and manage multiple tasks, with tight deadlines, successfully.
• Methodical and diligent with outstanding planning abilities.
• Integrates and demonstrates core values, integrity and accountability.
• Excellent verbal and written communication skills.
• Self-motivated, and…