Customer Service / Complaint Specialist

JOB ID: 1915

JOB TITLE: Customer Service / Complaint Specialist

LOCATION: Onsite Role 1 Becton Drive Franklin Lakes, NJ 07417

DURATION: 12 months +

WORK SCHEDULE: Monday–Friday, 1st shift (8 hours/day, 40 hours/week)

Job Summary

This role is responsible for administrative data collection, data entry, and customer-facing support activities. The position involves frequent interaction with both internal and external customers through phone calls, emails, physical mailings, and conference calls. The role requires strong communication skills, attention to detail, and the ability to independently manage customer inquiries in a regulated environment. Training will be provided.

Responsibilities

• Perform administrative data collection and data entry, primarily using Excel spreadsheets.
• Communicate with internal and external customers via phone, email, physical mailings, and conference calls.
• Spend approximately 50% of time on phone calls and 50% on email correspondence.
• Collect, document, and maintain accurate contact and case-related information.
• Triage complex customer inquiries, identify appropriate resolution paths, and minimize hand-offs.
• Route calls to appropriate departments and take ownership of resolution when multiple teams are involved, including follow-up with customers.
• Make outbound calls to customers to verify receipt of field action notifications.
• Navigate large medical facilities to identify appropriate contacts for acknowledgment of corrective action notices.
• Maintain detailed records of outbound calls, including representative names, titles, and product disposition details.
• Escalate unresolved or high-risk concerns to management as appropriate.
• Ensure compliance with all client policies, procedures, and applicable regulatory requirements.
• Perform additional duties as assigned.

Requirements

• Must-Haves: High School Diploma or equivalent.
• Microsoft Excel and Outlook skills.
• Experience in customer service or complaint intake.
• Self-motivated and able to work independently with minimal supervision.
• Strong verbal communication skills and professional phone etiquette.
• Experience working in a regulated industry.
• Working knowledge of 21 CFR 820, ISO 13485, and other international quality standards.
• Working knowledge of Canadian Medical Device, Drugs, NHP, and CTO regulations.

Equal Employment Opportunity

Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Applicants with criminal histories are considered in a manner that is consistent with local, state and federal laws.