Assoc Product Complaints Specialist

Medline; Chicago (IL); On-site; USD 62,000 - 93,000; Full time

Benefits offered by this job

Health insurance

Life and disability

401(k) contributions

Paid time off

Employee Assistance Program

Employee Resource Groups

Employee Service Corp.

Job summary

Medline is seeking an Assoc Product Complaints Specialist to manage product complaint workflows, investigations, and servicing requests with guidance to stakeholders on related quality activities.

You will log, investigate, and close complaints, conduct product investigations using testing, image evaluation, data analysis, trend review, and records review, and draft clear summaries. Collaboration with QA and product teams is essential.

Qualifications

• 1+ year in Quality, preferably Medical Device/Pharma or a Bachelor’s degree in a relevant field.
• Experience providing customer service to internal and external stakeholders.
• Strong analytical and problem-solving abilities with attention to detail.
• Basic proficiency with Microsoft Office (Word, Excel, PowerPoint).

Responsibilities

• Log, investigate, and close complaints following procedures and regulatory requirements.
• Conduct thorough product investigations using sample testing, image evaluation, data analysis, trend review, and records review.
• Analyze findings to identify root causes and draft concise investigation summaries.
• Process complaint resolutions including closing responses, credits/replacements, and coordinating servicing needs.
• Support QA, product management, and other stakeholders with quality activities related to complaints.

Skills

Customer service

Cross-functional collaboration

Analytical thinking

Microsoft Office

Education

High School Diploma or equivalent

Bachelor’s degree in a relevant field

Tools

SAP

Complaint investigation software

Job description

Job Summary

The Assoc Product Complaints Specialist role is responsible for executing all aspects of product complaint management, investigation, and servicing requests. They also provide light support and guidance to stakeholders on additional quality activities related to complaints.

Responsibilities

• Log, investigate, and close complaints in the complaint system in a timely manner following established complaint handling procedures and ensuring adherence to Medline’s standards and regulatory requirements
• Conduct thorough product investigations with guidance using techniques such as sample performance testing, image evaluation, historical data analysis, trend review, production/inspection record review, vendor correspondence, and other relevant methods
• Analyze investigation findings to identify root cause and trends, draft clear and concise investigation summaries based on results
• Process complaint resolutions, including drafting closing responses to complainants, issuing credits/replacements, making recommendations, and coordinating servicing needs
• Support divisional QA, product management, and other stakeholders by providing assistance on quality activities related to product complaints for supported divisions

Education & Work Experience

• High School Diploma/Equivalent and 1+ year of experience in Quality, preferably within the Medical Device or Pharma Industry OR Bachelor’s degree in relevant field

Knowledge / Skills / Abilities

• Experience in providing customer service to both internal and external stakeholders
• Skilled in cross-functional collaboration, managing concurrent tasks with competing priorities, and meeting critical deadlines
• Strong analytical and problem-solving abilities with attention to detail
• Basic proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)

Preferred Requirements

• 2+ years of experience with product complaints, non-conformances, CAPAs, or similar activities involving root cause analysis and problem solving.
• Experience with SAP or similar complaint investigation software

Salary

The anticipated salary range for this position: $62,000.00 - $93,000.00 Annual. The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Benefits

• health insurance
• life and disability
• 401(k) contributions
• paid time off
• Employee Assistance Program
• Employee Resource Groups
• Employee Service Corp.

Equal Opportunity Statement

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Through our culture of belonging, our agile and resilient global team is determined to get our customers exactly what they need, at the right time, every time.

Medline is the largest provider of medical-surgical products and supply chain solutions serving all points of care. Through its broad product portfolio, resilient supply chain and leading clinical solutions, Medline helps healthcare providers improve their clinical, financial and operational outcomes. Headquartered in Northfield, Illinois, the company employs more than 43,000 people worldwide and operates in more than 100 countries and territories. To learn more about how Medline makes healthcare run better, visit www.medline.com.