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Job description
Job Title: Specialist II – Complaint Management
Location: Franklin Lakes, NJ (Onsite – 5 Days/Week)
Duration: 12 Months
Work Schedule: 1st Shift, Monday–Friday, 8:00 AM – 4:30 PM (Flexible)
Job Summary
The Specialist II – Complaint Management role is responsible for administrative data collection, complaint intake support, and customer communication activities. This is a customer-facing position interacting with both internal and external stakeholders via phone, email, physical mail, and conference calls. The role requires strong attention to detail, excellent communication skills, and the ability to work independently while following established policies and procedures. Training will be provided.
Key Responsibilities
Perform administrative data collection and accurate data entry into Excel spreadsheets.
Serve as a primary point of contact for internal and external customers through phone calls and email correspondence (approximately 50% phone / 50% email).
Collect, document, and maintain customer and complaint-related information.
Triage complex customer inquiries, identify appropriate resolution paths, and minimize customer hand-offs.
Route calls and inquiries to appropriate departments and follow through to resolution when multiple teams are involved.
Conduct outbound calls to customers to verify receipt of field action notifications.
Navigate large medical facilities to identify appropriate contacts responsible for acknowledging corrective action notices.
Maintain detailed records of outbound calls, including representative names, titles, and product disposition details.
Escalate unresolved or critical concerns to management as needed.
Ensure all work is performed in compliance with company policies, procedures, and quality requirements.
Perform additional duties as assigned.
Required Skills & Qualifications
Must-Have Skills:
Data entry experience with high attention to detail
Proficiency in Microsoft Excel and Outlook (including functions such as VLOOKUP)
Experience in customer service or complaint intake roles
Self-motivated with the ability to work independently and with minimal supervision
Nice-to-Have:
Experience working in a regulated industry (medical device, pharmaceutical, or healthcare preferred)
Education & Experience
High school diploma required
Prior experience in customer service, complaint handling, or administrative support roles preferred
Knowledge & Skills
Working knowledge of quality and regulatory standards such as 21 CFR Part 820 and ISO 13485 preferred
Familiarity with Canadian medical device and healthcare regulations is a plus
Skills
Strong verbal and written communication skills
Proficiency in Microsoft Office (Word and Excel)
Strong organizational and documentation skills
Ability to manage multiple tasks and priorities efficiently
Physical Demands
Prolonged periods of sitting while working at a computer
Frequent use of computer, keyboard, mouse, and phone
Participation in phone calls and meetings throughout the workday
Regular, predictable attendance during scheduled work hours
Moderate noise levels typical of an office environment
Onsite office/cubicle setting
Required to be onsite five (5) days per week
Seniority level
Entry level
Employment type
Contract
Job function
Science
Industries
Pharmaceutical Manufacturing, Medical Equipment Manufacturing, and Biotechnology Research
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Worksite address
franklin lakes, NJ, 07417, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.