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A-Line Staffing Solutions · 1 day ago

Customer Service Specialist

Franklin Lakes, NJ

Contract

Onsite

New Grad, Entry Level

A-Line Staffing Solutions is seeking a Complaint Management Specialist II, an internal and external customer-facing role that triages complex customer inquiries and manages communication regarding company products. The primary responsibilities include routing calls, verifying notifications, ensuring compliance, and maintaining detailed records of communications.

Human ResourcesInformation Technology

Hiring Manager

Devon Apel

Responsibilities

Triaging complex customer inquiries, understanding appropriate parties to resolve, and minimizing the number of hand-offs for the customer

Routing calls to appropriate departments for further assistance; in the event that multiple departments are involved, taking on the task to resolve, then returning the customer’s call

Placing outbound calls to various customers to verify if field action notifications have been received

Navigating through large medical facilities to identify correct parties to acknowledge corrective action notices

Ensuring compliance with all internal policies and procedures

Maintaining detailed records of outbound calls, such as representative names, titles, and disposition of any products, including documenting information gathered and appropriate contact information, handling data collection and entry into Excel

Raising any escalated concerns to the next level of management

Performing other duties, as required

Qualification

Customer serviceVerbal communicationMicrosoft Office21 CFR820 knowledgeISO 13485 knowledgeMinimal supervisionComplaint intake experienceCanadian Medical Device regulationsDrugsNHPCTO regulationsSelf-motivated