Sr Product Complaint Specialist

Valeant Bridgewater , NJ 08807

Posted 3 months ago

Responsibilities

  • Reviews and approves complaints for Pharmaceuticals, Cosmetics, and Nutritional products.

  • Monitors Complaint Records in the system to ensure that the standard process is being followed and complaints are closed as required.

  • Performs complaint classification and severity assessments as required.

  • Manages communication and follow-up of Critical complaints.

  • Collaborates with Consumer Affairs, Drug Safety, Internal affiliates, External sites, and other business partners to ensure appropriate complaint handling.

  • Takes an active role in issue complaint resolution activities and decisions within the complaint group and cross functionally.

  • Provides training as SME on the complaint process.

  • Develops and maintains Work Instructions, Job Aides and Training Materials.

  • Develops new procedures and revises existing procedures as required.

  • Facilitates and supports the Complaint Review Board meetings/process as required.

  • Escalates issues related to complaint trends, nonconforming product, etc.

  • Drives CAPAs related to complaint management. Conducts investigations into complaint trends to determine need for CAPAs or escalation.

  • Works with Manufacturers to improve timeliness and quality of complaint investigations.

  • Supports enhancements and upgrades to the Complaint System and performs User Acceptance Testing as required.

  • Leads/supports/implements complaint process improvement initiatives.

  • Provides Product Quality Complaints metrics/data/information as required.

  • Responds to ad hoc complaint requests for internal and external customers.

  • Provides direct support for internal/regulatory audits/inspections and responses to those audits/inspections.

  • Represents the Complaint Department on project teams, management meetings and internal/external forums.

  • Designee in the absence of the QA Manager, Product Complaints.

  • Other duties as assigned.

Qualifications

  • Bachelor of Science or equivalent required.

  • Expert knowledge of GMP Regulations and ISO guidelines

  • Ability to prepare written communications and communicate problems to management with clarity and accuracy.

  • Ability to understand safety, business (legal), and compliance risks related to complaints and in achieving performance objectives.

  • Ability to provide creative solutions to complex issues.

  • Delivers value-added business results through execution and controls.

  • Establishes good working relationships with colleagues and key stakeholders (internal and external).

  • Ability to write and review reports with clarity and brevity, and produce data reports with precision.

  • Good organizational skills a must. Effective communication skills needed to provide clear and concise information to team members.

  • Critical thinking skills and strong attention to detail.

  • Strong analytical and technical skills.

  • Demonstrate initiative and drive action and results.

  • Excellent writing and presentation skills.

  • Ability to plan, multi-task and manage time effectively.

  • Must be a self-starter, action oriented, customer-focused, problem solver, be able to work independently, and have the ability to multi-task under strict deadlines.

  • Strong Computer and Information Technology Skills (Windows, Word, Excel, Access, Power Point and Visio.)

Experience:

  • 5-8 years' experience including Quality Assurance and/or Quality Control. Experience working in Pharmaceuticals, Medical Devices or other related or highly regulated industry required.

  • Previous product quality complaint handling experience required.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Complaint Dispute Resolution Analyst

The Linde Group

Posted 2 weeks ago

VIEW JOBS 1/9/2020 12:00:00 AM 2020-04-08T00:00 Overview Complaint Dispute Resolution Analyst We are a technology and applications leader with the industry knowledge and applications expertise to meet customer needs across industrial, food, medical, chemical and electronics industries. We offer over 120 years of proven experience in the safe and reliable production and delivery of industrial, medical and specialty gases. We're the talented people you know and trust, now with a new name. Formed in 2019 after our business was acquired from Linde AG by Messer Group and CVC Capital Partners, we draw on a rich heritage of industrial gases expertise to meet customer needs. We know the industries we serve inside and out – and we know our customers depend on us for more than just safe and reliable supply. Today our deep understanding of industry trends and customer requirements allows us to collaborate intensely with customers to identify and develop long-term solutions that deliver competitive advantage. Our in-depth knowledge of customers' manufacturing processes enables turn-key engineering with minimal plant downtime, and our technology development capabilities are unrivaled. Responsibilities Working the Case Queue: * Proactively go to Customer Interaction Management Tool – when there are cases in your queue: investigation (this could include Salesforce-CRM, SAP, Gold, Paragon, ecommerce platforms and networking with other internal stakeholders) to provide resolution and confirm that all customers interactions have an appropriate answer for the outbound agents to communicate to the customer. * Ensure that there are no NEW cases waiting for action at the end of each shift. * Credit Note workflow approval initiator to request in case of Dispute/Complaint are validated and route according to the DOA to be executed by Invoicing team. Weekly: * Implement, track and report the Customer Key Performance indicators to the Customer Service Supervisor. * Case management resolution cycle time; adherence to SLA's * Quality of resolution responses before sent to customer * Analysis of FCR (first contact resolution) vs NFCR * Analysis of Cause and Resolution codes – "other" * Analysis of Credit Notes trends and escalate for improvements in the appropriate function or OTC improvement teams. * Internal follow up to guarantee that the functions involved respond the query, complaint, dispute in a time manner . * Based on the reporting above: recommend continuous improvement to the customer experience based on root cause analysis * improve Customer Experience by Customer Service acumen of the individual customer service team member with soft skills trainings, Query & Complaint trends, NPS, others . Regular/Monthly * Participate in Customer Service/Experience projects. Providing analytical insights from KPI reporting. Special focus in Query, complaint & dispute management activities and Customer Experience improvements including develop & maintain process and training material for Customer Service/Customer Experience Annually: * Prepare, send and analyze customer's survey and Customer Satisfaction and prepare and share action plans for improvements for the Sales and ELT members. Qualifications Required Education * Bachelor Degree required - preferred in Business Administration, Marketing or Engineering Required Qualifications * Minimum 2 years experience in Customer Dispute Resolution and Administration * Professional communication skills both verbal and written Computer Skills * Required SAP, Saleforce and Excel * MS Office Powerpoint and Word preferred Join us and you will be part of a company that values and supports your career. We offer competitive pay and benefits, with set schedules, steady work and opportunities for ongoing training and career progression. Together we value innovation, efficiency and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed. Apply today @ https://uscareers-messer.icims.com If you need assistance with the application or would like to request an accommodation, call (877) 243-1030. Messer North America is an Equal Opportunity Employer (EOE). Company provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disabled status or any legally recognized status entitled to protection under applicable federal, state, or local laws. The Linde Group Bridgewater NJ

Sr Product Complaint Specialist

Valeant