Complaint and Returns Specialist

POSITION DESCRIPTION

The Complaint and Returns Specialist is responsible for processing daily returns and coordinating complaint handling activities. This role supports operational efficiency, customer satisfaction, and regulatory compliance by managing fulfillment workflows and resolving product-related concerns.

The Complaint and Returns Specialist provides guidance to team members, collaborates across departments, and ensures service levels are consistently met. This position also serves as the primary contact for low-risk product complaints, supporting investigation, documentation, and communication processes in accordance with internal procedures.

• Primary contact for all customer experience reporting and complaint handling activities related to manufactured products.
• Receives, documents, investigates, and tracks product complaints in accordance with internal protocols.
• Initiates and participates in investigations and corrective action arising from product complaints.
• Collaborates with Sales Team, Support Services, Engineering, Manufacturing, and Quality Assurance departments in investigations.
• Ensures timely completion of complaint failure investigations and communicates with management and team members to ensure appropriate actions are taken to maintain/restore timeliness goals.
• Identifies process improvements to enhance complaint management efficiency and compliance.
• Ensures complaint investigation documentation and records are complete and in compliance with regulatory requirements.
• Adheres to all relevant standard operating procedures and regulatory requirements including cGMP, ISO 13485, and 21
  
  CFR Part 820.

• Processes customer returns daily utilizing QAD to receive and transfer incoming materials to designated locations.
• Collaborates with the Quality department to ensure proper communication and thorough analysis of high-risk cases.
• Reviews record documentation and follow-up activities to ensure accuracy, completeness, and adherence to required timelines.
• Manages and processes RMA cases through to resolution, ensuring compliance with company policies.
• Maintains a thorough understanding of required data collection for technical issues, adverse events, and reportable complaints to support regulatory compliance.
• Provides timely follow-up and status updates to customers and sales representatives regarding open cases.
• Documents and processes product returns, including issuing credits upon approval.
• Responds to customer inquiries regarding return status, credit issuance, and product replacement.
• Coordinates with Inventory Control (IC) to facilitate product restocking through dock-to-stock or manufacturing rework as needed.
• Supports data collection and analysis for return trends, including Pareto analysis.
• Processes and sorts returned products efficiently and in accordance with company procedures.
• Verifies returned products against the associated Return Material Authorization (RMA) case number.
• Notifies internal support teams of any returned products that are not linked to an RMA.
• Reconciles returned product quantities within the Enterprise Resource Planning (ERP) system.
• Proactively communicates with customers regarding outstanding product returns at 30, 60, and 90-day intervals.
• Provides timely return status updates upon request from internal support teams.
• Ensures customers receive appropriate credit for returned products, if applicable.
• Inspects returned products, verifies return reasons for accuracy, and conducts root cause analysis.
• Sterilizes returned products that may have been in contact with patients to ensure compliance with safety standards.
• Coordinates restocking of undamaged products to maintain inventory efficiency.
• Collaborates with the Quality department to assess and analyze high-risk return cases.
• Utilizes QAD to receive and transfer incoming materials to designated locations.
• Reviews record documentation and follow-up activities to ensure completeness and adherence to timelines.
• Closes return cases in compliance with established guidelines and required deadlines.
• Maintains a thorough understanding of company policies, departmental…