Product Complaint Coordinator

Fresenius Kabi USA•Warrendale, PA

18h•$19 - $23•Onsite

About The Position

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.

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.

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.
All employees are responsible for ensuring the compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities.