PRODUCT COMPLAINT COORDINATOR

Job Summary

Salary Range: $18.00 to $23.00 Per Hour
Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, abilities and working shift.
Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most. Benefits offered include a 401(k) plan with company contributions, paid vacation, holiday and personal days, employee assistance program, and health benefits to include medical, prescription drug, dental and vision.
This position performs primary notification and is a consolidation point for receiving and processing basic complaint investigation activities. The position ensures timely and accurate investigation of customer complaints to help ensure Fresenius Kabi complies with all its regulatory obligations and meets the customers’ needs.

Responsibilities

• Perform complaint investigation and complaint closure per established procedures and forms.
• Capture all complaint information and ensure all necessary documentation (i.e. sample information, root cause information, etc.) is captured prior to closure.
• Follow up to collect required information as indicated per SOP/regulations.
• Coordination and execution of the sample retrieval, sample return tracking, and sample return follow ups.
• Provide timely response to PMQA (written or verbally) including receipt of complaint, status updates, and final investigation report.
• Respond to non-complex, non-product related inbound support issues, and utilize prepared Q&A documents to answer general customer inquiries and resolve simple complaints.
• Escalate customer and product specific complaints to the Quality Engineering team for awareness and support, as needed.
• Process requests for data, customer complaint details, etc. 
• Escalate customer feedback regarding quality related processes.
• Perform additional duties as assigned.

REQUIREMENTS

• High School Diploma / GED
• Excellent written/verbal communication and organizational skills.
• Flexibility to work on new products/assignments.
• Strong computer skills (e.g. Word, Excel).
• Strong interpersonal skills and the ability to work with cross-functional teams.
• Self-motivated and quick learner.
• Exceptional customer service focus.

Additional Information

We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company contribution, and wellness program.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.