Consumer Complaint Specialist
About The Position
The Consumer Complaint Specialist handles, investigates, tests, and resolves consumer complaints, with a focus on compliance with FDA and GMP regulations. The role applies engineering and/or analytical knowledge to analyze manufacturing issues, collaborate with technical teams, conduct root cause analyses, and perform product testing to support product safety and consumer satisfaction. The position is in the Consumer Products Services division in Hodges, South Carolina, and reports to a Manager. It is non-exempt and typically works Monday through Friday, 40 hours per week, with flexibility to meet departmental needs and complete other assigned projects.
Requirements
- Bachelor's degree in Science, Engineering, Chemistry, or a related discipline.
- Minimum of 1 year in an FDA/GMP laboratory.
- Ability to analyze technical issues and recommend practical solutions.
- Ability to perform finished-product analytical and physical testing using wet-chemistry and basic instrumental techniques.
- Knowledge of Good Laboratory Practices and accurate laboratory recordkeeping.
- Ability to communicate technical information clearly and concisely to non-technical stakeholders.
- Ability to adapt to and navigate a matrixed organization.
- Experience with SAP or LIMS.
- Detail-oriented, organized, and able to work independently.
- An equivalent combination of education and experience may be accepted in lieu of the stated education and experience.
Nice To Haves
- Working knowledge of FDA-regulated complaint handling and Quality Management Systems.
Responsibilities
- Investigate consumer complaints in collaboration with Engineering, Quality Assurance, Production, and other cross-functional teams.
- Identify and support corrective actions intended to prevent recurrence of product issues.
- Escalate complex or unresolved technical complaints as necessary.
- Perform chemical and physical testing of finished products as part of complaint investigations, following standard procedures.
- Use wet-chemistry and basic instrumental techniques when required for complaint testing.
- Follow Good Laboratory Practices and maintain accurate, current, and concise laboratory notebooks and records.
- Ensure complaint handling and investigation activities comply with applicable FDA regulations and guidelines.
- Maintain complete records to support regulatory reporting requirements and submit investigation reports in the consumer complaint system.
- Conduct technical analyses and root cause investigations for product issues.
- Prepare reports on complaint trends, root causes, and resolution effectiveness for management review.
- Identify process-improvement opportunities based on complaint data and root cause analysis.
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What This Job Offers
Job Type
Full-time
