Complaints Intake Specialist

1 month ago

Marlow, United Kingdom SRG Full time
Job Title: Complaints Intake Analyst

Job Summary:

We are seeking a highly skilled Complaints Intake Analyst to join our team at SRG. As a Complaints Intake Analyst, you will be responsible for managing the intake process of complaints through phone and email, identifying complaint codes, and coordinating logistics for complaint sample returns.

Responsibilities:

  • Manage the intake process of complaints through phone and email, ensuring timely and accurate identification of complaint codes.
  • Coordinate logistics for complaint sample returns, including communication with customers and distributors.
  • Communicate with internal stakeholders, including affiliate CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance.
  • Support more complex complaints that are escalated, including decision-making on replacement, credit, or warranty claims.
  • Partner with affiliate CQA for translation or communication support when needed.
  • Support management with documentation or SOP reviews, and partner with other departments to address queries or inquiries.
  • Support management during audits and inspections, and make vigilance reporting decisions as needed.

Requirements:

  • High school diploma or equivalent required; college or a 2-year Associate Degree is preferred.
  • Experience in a Quality environment or customer service support role, preferably in a healthcare setting.
  • Strong attention to detail, critical thinking, and ability to work independently with minimal direction.
  • High quality customer service skills, with ability to express ideas clearly in written and oral communications.
  • Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological, or device-related products.
  • Computer skills and ability to navigate through software systems.
  • Strong prioritization and time management skills.

Working at SRG:

At SRG, we value our employees and strive to create a positive and supportive work environment. We offer competitive compensation and benefits packages, as well as opportunities for professional growth and development.

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