at Medline Industries, Inc. in Northfield, Illinois, United States
Job Description
JOB SUMMARY:
Accountable for customer complaint investigations and outcomes. Coordinate servicing, issues replacements or credits to customer.
MAJOR RESPONSIBILITIES:
- Run trending reports of complaints and initiate corrective action requests.
- Update complaints in the SAP Complaint System. Ensure complaint are logged accurately and closed.
- Perform product complaint investigation through sample performance testing, image evaluation, historical data analysis and/or other complaint investigation techniques. Based on these investigations, suggests product improvements.
- Write complaint investigation summary letters to the individuals that reported the issues.
- Issue credits, coordinate servicing, replacement orders, and/or RGA's as required for complaint resolution.
- Follow up with sales force on outstanding issues following the time frames established in written procedures.
- Coordinate and track rework/stock checks of product as required in response to complaints.
- Maintain compliance with QST and ISO regulations and Medline policies and procedures.
Education
- High School Diploma or equivalent.
Knowledge / Skills / Abilities
- Experience providing customer service to internal and external customers including meeting quality standards for services and evaluation of customer satisfaction.
- Experience controlling and coordinating concurrent tasks, competing priorities, and critical deadlines.
- Experience with Microsoft Office Suite.
PREFERRED JOB REQUIREMENTS
- At least 1 year of experience in Quality Assurance and Quality Control in a FDA regulated industry.
- Experience providing customer service to internal and external customers including meeting quality standards for services and evaluation of customer satisfaction.
- Experience controlling and coordinating concurrent tasks, competing priorities, and critical deadlines.
- Experience with Microsoft Office Suite
- FDA regulated industry experience.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
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