Complaints Coordinator

Globus Medical • Audubon, PA

2d

About The Position

The Complaints Coordinator works with Customer Service, Sales, Product Development, and other departments to initiate complaint documentation and investigations, review complaint information for completeness and accuracy, and help facilitate returned-device analysis. The role includes reviewing Device History Records (DHR) and prior complaint records, analyzing complaint data for trends, and documenting results. The coordinator communicates investigation outcomes to customers and partners as required, supports product field corrective actions, and contributes to compliant business processes. The position requires strong verbal and written communication, interpersonal, analytical, and reasoning skills, along with a professional demeanor and high ethical standards.

Globus Medical describes its culture through the values of innovation, customer focus, teamwork, and drive. The company is an equal opportunity employer committed to a diverse, inclusive, and respectful workforce. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

• Bachelor’s degree or equivalent job experience.
• Experience in a customer-oriented role or office environment.
• Strong work ethic, positive attitude, and professional demeanor.
• High ethical standards.
• Excellent verbal and written communication skills.
• Good interpersonal, analytical, and reasoning skills.
• Ability to meet the physical demands described for the role, including sitting; climbing or balancing; stooping, kneeling, crouching, or crawling; lifting up to 10 pounds regularly and up to 25 pounds occasionally; and possessing close, distance, color, and peripheral vision, depth perception, and capacity to adjust focus.

Responsibilities

• Initiate complaint handling and returned-device evaluations by entering information into the complaint handling system and log.
• Start complaint investigations and document results.
• Facilitate returned-device evaluations and complaint handling with Product Development, Sales, Customer Service, and other personnel.
• Review device history records as part of complaint investigations.
• Evaluate repeat complaints and product evaluation results for negative trends.
• Ensure the accuracy and completeness of documentation, results, and complaint investigation conclusions.
• Prepare letters to customers and partners to communicate results as required.
• Assist with product field corrective actions, including safety notices and recalls, as assigned or required.
• Ensure individual and business process performance meets established goals and objectives.
• Follow and help improve company procedures to maintain compliance and meet business goals and objectives.
• Provide written and oral reports to supervisors or other management personnel about activities and results.
• Maintain a cooperative and motivational attitude with coworkers.
• Perform other tasks requested by a supervisor to meet business goals and objectives.
• Follow the company Code of Conduct, applicable industry codes, and company policies.
• Complete introductory and annual compliance training and maintain knowledge of applicable governmental laws, rules, and regulations in the United States and internationally.
• Represent the company professionally and uphold ethical business practices and socially responsible conduct in interactions with employees, customers, suppliers, and other third parties.

What This Job Offers

• Job Type: Full-time