Specialist II

Novozen Healthcare LLC; Franklin Lakes (NJ); On-site; USD 27,552 - 41,328; Full time

Job summary

A Healthcare Company based in Franklin Lakes, NJ, is seeking a Specialist II for Complaint Management. This entry-level contract position focuses on administrative tasks, including data entry and customer interaction. Candidates should be proficient in Microsoft Excel and possess strong communication skills. Experience in a customer service role is preferred, with training provided for compliance in a regulated industry. The job entails maintaining detailed records and working onsite five days a week.

Qualifications

• Must have experience in data entry and customer service roles.
• Self-motivated individual capable of working independently.
• Previous experience in a regulated industry is preferred.

Responsibilities

• Perform administrative data collection and data entry.
• Serve as a primary contact for customers via phone and email.
• Maintain records of customer interactions and complaints.
• Ensure compliance with company policies and procedures.

Skills

Data entry experience with high attention to detail

Proficiency in Microsoft Excel and Outlook

Experience in customer service or complaint intake roles

Strong verbal and written communication skills

Strong organizational and documentation skills

Education

High school diploma

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Job Title: Specialist II – Complaint Management

Location: Franklin Lakes, NJ (Onsite – 5 Days/Week)

Duration: 12 Months

Work Schedule: 1st Shift, Monday–Friday, 8:00 AM – 4:30 PM (Flexible)

Job Summary

The Specialist II – Complaint Management role is responsible for administrative data collection, complaint intake support, and customer communication activities. This is a customer-facing position interacting with both internal and external stakeholders via phone, email, physical mail, and conference calls. The role requires strong attention to detail, excellent communication skills, and the ability to work independently while following established policies and procedures. Training will be provided.

Key Responsibilities

• Perform administrative data collection and accurate data entry into Excel spreadsheets.
• Serve as a primary point of contact for internal and external customers through phone calls and email correspondence (approximately 50% phone / 50% email).
• Collect, document, and maintain customer and complaint-related information.
• Triage complex customer inquiries, identify appropriate resolution paths, and minimize customer hand-offs.
• Route calls and inquiries to appropriate departments and follow through to resolution when multiple teams are involved.
• Conduct outbound calls to customers to verify receipt of field action notifications.
• Navigate large medical facilities to identify appropriate contacts responsible for acknowledging corrective action notices.
• Maintain detailed records of outbound calls, including representative names, titles, and product disposition details.
• Escalate unresolved or critical concerns to management as needed.
• Ensure all work is performed in compliance with company policies, procedures, and quality requirements.
• Perform additional duties as assigned.

Required Skills & Qualifications

Must-Have Skills:

• Data entry experience with high attention to detail
• Proficiency in Microsoft Excel and Outlook (including functions such as VLOOKUP)
• Experience in customer service or complaint intake roles
• Self-motivated with the ability to work independently and with minimal supervision

Nice-to-Have:

• Experience working in a regulated industry (medical device, pharmaceutical, or healthcare preferred)

Education & Experience

• High school diploma required
• Prior experience in customer service, complaint handling, or administrative support roles preferred

Knowledge & Skills

• Working knowledge of quality and regulatory standards such as 21 CFR Part 820 and ISO 13485 preferred
• Familiarity with Canadian medical device and healthcare regulations is a plus

Skills

• Strong verbal and written communication skills
• Proficiency in Microsoft Office (Word and Excel)
• Strong organizational and documentation skills
• Ability to manage multiple tasks and priorities efficiently

Physical Demands

• Prolonged periods of sitting while working at a computer
• Frequent use of computer, keyboard, mouse, and phone
• Participation in phone calls and meetings throughout the workday
• Regular, predictable attendance during scheduled work hours
• Moderate noise levels typical of an office environment
• Onsite office/cubicle setting
• Required to be onsite five (5) days per week

Seniority level

Entry level

Employment type

Contract

Job function

Science

Industries

Pharmaceutical Manufacturing, Medical Equipment Manufacturing, and Biotechnology Research