Field Action Operations Support Coordinator

Millenniumsoft•Franklin Lakes, NJ

1d•Onsite

About The Position

The Field Action Operations Support Coordinator provides administrative and customer communication support for Field Action and recall activities. The role involves accurate data collection and entry, preparing and physically mailing customer notifications, following up with customers, and documenting Field Action activities. The coordinator communicates with internal and external customers by phone, email, and physical mail, and is expected to demonstrate strong communication skills, attention to detail, professionalism, and good judgment when routing or coordinating customer inquiries. Training will be provided. This is an onsite role in an office or cubicle environment, five days per week, for 40 hours per week. Typical hours are Monday through Friday, 8:30 a.m. to 5:00 p.m., with flexibility based on business needs. The work involves frequent telephone and computer-based communication and may include moderate office noise. The candidate must be able to travel to and from the work site.

Requirements

Strong verbal and written communication skills.
Professional telephone etiquette and email correspondence skills.
Ability to communicate effectively with customers in hospital, healthcare, and pharmacy environments.
Strong attention to detail and commitment to accurate recordkeeping.
Ability to organize and prioritize multiple tasks and customer inquiries.
Ability to identify when an issue requires escalation or assistance from another function.
Self-motivated and able to work effectively with minimal supervision.
Strong customer service and problem-solving skills.
Ability to follow established procedures and work processes consistently.
Proficiency in Microsoft Office applications, particularly Word and Excel.
Ability to sit and work at a computer workstation for extended periods and perform repetitive administrative tasks.
Ability to maintain regular and predictable attendance consistent with business and operational requirements.
Ability to travel to and from the work site.
Must meet the posting's stated work authorization criteria: U.S. citizen, Green Card holder, Green Card EAD holder, OPT, EAD, or CPT.

Nice To Haves

Familiarity with medical device quality systems and applicable regulatory requirements, including 21 CFR Part 820 and ISO 13485.
Familiarity with Canadian requirements applicable to medical devices and drugs.

Responsibilities

Prepare Field Action and recall customer communications by printing notification letters and shipping labels, assembling and sealing envelopes, and preparing materials for mailings.
Make outbound calls to customers to verify receipt and acknowledgment of Field Action notifications.
Respond to and triage customer inquiries, identify the appropriate resource or department for resolution, and help minimize unnecessary customer handoffs.
Coordinate inquiries involving multiple departments and follow up with customers, as appropriate, to support resolution.
Navigate customer organizations, including hospitals, medical facilities, and pharmacies, to identify the appropriate contact responsible for acknowledging or responding to Field Action notifications.
Maintain accurate, detailed records of inbound and outbound customer communications, including contact names and titles, communication outcomes, product disposition information, and other relevant customer details.
Perform accurate data entry and maintain information in Microsoft Excel and other applicable systems or trackers.
Escalate customer concerns, complex inquiries, or issues requiring additional support to the appropriate level of management.
Follow established BD policies, procedures, and work processes when performing assigned responsibilities.
Perform other duties as assigned based on business needs.