Spec 2, Complaint Mgmt

Job Title: Spec 2, Complaint Mgmt Duration: 12 months Location: Franklin Lakes, NJ 07417, USA Shift Days/Time: 1st shift M-F - 8:00 am - 4:30 pm, No Overtime Pay Rate: XX32.00XX. Job Description Must haves : Must have strong Microsoft Excel/Outlook skills Experienced in customer service or complaint intake Self-Motivated Experience in regulated industry is a plus High school degree required. EDUCATION : Education and Experience: • Associate degree preferred. • High school degree required. Job Summary: The primary responsibilities for this role are: • Administrative data collection and entry. • This role is customer facing with internal and external customers. Communication methods consists of physical mailings, phone calls, emails, and conference calls. • Candidate must have excellent phone ettiquette and email correspondence 50% of time on phone 50% email. • Training provided. Job Responsibilities: • Data entry into excel spreadsheet. • Contact information collection and documentation. • Document information gathered. • Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer. • Ensures compliance with all BD policies and procedures. • Routing the calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve then call back the customer. • Make Outbound calls to various customers to verify if field action notifications have been received. • Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices. • Maintain detail records of outbound calls such as representative names, titles, disposition of any products. • Raise any escalated concerns to the next level of management. • May perform other duties as required. Education and Experience: • Associate degree preferred. • High school degree required. Knowledge and Skills: Knowledge: • Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred • Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred. Skills: • Proficiency in Microsoft Office, specifically Word and Excel • Strong Verbal Communication skills • Self-Motivated. • Can work with minimal supervision. Physical Demands: • Sitting for Extended Periods: Remote work often involves sitting at a computer terminal for long hours. This sedentary aspect can impact posture and overall health. • Computer Use: Using a computer, keyboard, and mouse is a fundamental part of remote work. It's essential to maintain proper ergonomics to prevent strain or discomfort. • Communication Tools: Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing. These activities may involve sitting, standing, or moving around. • Predictable Attendance: Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands. • Noise Levels: The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings Work Environment: Onsite Office Cubical - 5 days per week

Created: 2026-03-10