What You Can Expect

This position is responsible for receiving, documenting, and triaging complaints. This role ensures that all complaints are captured accurately, assessed promptly, and routed to the appropriate teams for investigation within a defined process. Decision making and assessments are limited to those clearly defined within the applicable corporate and site procedures. 

How You'll Create Impact

Principal Duties and Responsibilities:

• Receive and log complaints via phone, email, web portals, and other channels.
• Collect and document all relevant details to ensure accurate and complete complaint records in a timely manner as defined in procedures.
• Perform initial triage to categorize complaint type, severity, and urgency.
• Adheres to all corporate and site-specific procedures.
• Identifies and investigates solutions to procedure and process related issues.
• Monitors appropriate metrics to measure key performance indicators of the unit.

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

What Makes You Stand Out

Expected Areas of Competence (i.e., knowledge, skills and abilities):

•    Good organization and time management skills
•    Detail-oriented
•    Knowledge of EtQ, JD Edwards, Internet, Microsoft Office applications and the ability to learn other software quickly as required.
•    Ability to consistently meet high standards of input accuracy, produce quality documents, compile data, and perform simple analyses with accuracy.  
•    Good decision making skills and proven ability in balancing priorities among the many ongoing tasks, and being responsive to critical situations, as this position has a high volume of work, regulatory mandated time limits, and often changing priorities.
•    Proven ability to work in a team setting. Ability to work closely with others.

Your Background

Education/Experience Requirements:

    
•    High school diploma or equivalent required
•    2+ years’ of experience in technical writing, regulatory compliance, report generation, or an equivalent combination of education and experience, preferred.

Travel Expectations

5%

Short Description

Expected Compensation range: 35K- 44K USD / Annual