Field Operations Support Coordinator - Onsite (Urgent Need)

Millenniumsoft•Franklin Lakes, NJ

2d•Onsite

About The Position

The Field Operations Support Coordinator provides administrative and customer communication support for Field Action and recall activities. The role is responsible for accurate data collection and entry, preparing and physically mailing customer notifications, following up with customers, and documenting Field Action activities. The coordinator interacts with internal and external customers by phone, email, and physical mail, and routes or coordinates resolution of customer inquiries. Training will be provided. This is an onsite role at 1 Becton Drive, Franklin Lakes, New Jersey, five days per week. Typical hours are 8:30 a.m. to 5:00 p.m., Monday through Friday, for 40 hours per week, with flexibility based on business needs.

Requirements

High school degree or equivalent required.
Strong proficiency in Microsoft Office applications, particularly Word and Excel; strong Microsoft Excel and Outlook skills are identified as must-haves.
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; customer service or complaint-intake experience is identified as a must-have.
Ability to follow established procedures and work processes consistently.
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.

Nice To Haves

Associate degree preferred.
Experience in a regulated industry.
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, including printing notification letters and shipping labels, assembling and sealing envelopes, and preparing mailings.
Conduct outbound calls to verify that customers received and acknowledged 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 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 customer-provided details.
Perform thorough and accurate data entry 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 and procedures when performing assigned responsibilities.
Perform other duties as assigned based on business needs.