Assoc Product Complaints Specialist

Medline Industries, Inc.; Mundelein (IL); On-site; USD 62,000 - 93,000; Full time

Benefits offered by this job

Health insurance

401(k) contributions

Paid time off

Employee Assistance Program

Job summary

Medline Industries, LP is seeking an Assoc Product Complaints Specialist to manage product complaint handling, investigations, and servicing requests. You will support quality activities, provide guidance to stakeholders, and help resolve complaints with accurate documentation and timely responses.

The role requires experience in quality, preferably in medical devices or pharma, with strong analytical skills and proficiency in Microsoft Office.

Qualifications

• Experience providing customer service to internal and external stakeholders.
• Strong cross-functional collaboration with ability to manage multiple tasks and meet deadlines.
• Excellent analytical and problem-solving skills with attention to detail; basic MS Office proficiency.

Responsibilities

• Log, investigate, and close complaints in the complaint system following procedures and regulatory requirements.
• Conduct thorough product investigations using tests, image evaluation, data analysis, and record reviews.
• Analyze findings to identify root cause and trends; draft investigation summaries.
• Process complaint resolutions including closing responses, issuing credits/replacements, and coordinating servicing needs.
• Support QA, product management, and other stakeholders with quality activities related to product complaints.

Skills

Customer Service

Cross-functional Collaboration

Analytical Thinking

Microsoft Office

Education

High School Diploma/Equivalent

Bachelor's degree in relevant field

Tools

SAP

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.

Job Description

Major 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?

Minimum Job Requirements

Education & Work Experience

• High School Diploma/Equivalent and 1-3 years 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 Job Requirements

• 2-3 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

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

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.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions, paid time off, as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. For a more comprehensive list of our benefits.

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. Explore our Belonging page.

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.