Customer Support Specialist

Primary Skills : strong Microsoft Excel/Outlook skills, Experienced in customer service or complaint intake, Self-Motivated, Experience in regulated industry is a plus

Job Title: Spec 2, Complaint Mgmt

Duration: 12 Months 

Location: Sparks, MD, USA, 21152-0999

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Description:

Must haves: Must have strong Microsoft Excel/Outlook skills

Experienced in customer service or complaint intake

Self-Motivated

Experience in regulated industry is a plus

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EDUCATION: Education and Experience: 

• Associate degree preferred.

• High school degree required.

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On Site (7 Loveton Circle Sparks MD) Five (5) Days a Week

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Job Description: 

Job Summary: 

The primary responsibilities for this role are: 

• Administrative data collection and entry.

• This role is customer facing with internal and external customers. Communication methods consists of physical mailings, phone calls, emails, and conference calls.

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Job Responsibilities: 

• Data entry into excel spreadsheet.
• Contact information collection and documentation.
• Document information gathered.
• Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
• Ensures compliance with all BD policies and procedures.
• Routing the calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve then call back the customer.
• Make Outbound calls to various customers to verify if field action notifications have been received.
• Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
• Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
• Raise any escalated concerns to the next level of management.

• May perform other duties as required.

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Education and Experience: 

• Associate degree preferred.

• High school degree required.

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Knowledge and Skills: 

Knowledge: 

• Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred

• Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.

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Skills: 

• Proficiency in Microsoft Office, specifically Word and Excel

• Strong Verbal Communication skills

• Self-Motivated.

• Can work with minimal supervision.

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Physical Demands: 

• Sitting for Extended Periods: Remote work often involves sitting at a computer terminal for long hours. This sedentary aspect can impact posture and overall health.

• Computer Use: Using a computer, keyboard, and mouse is a fundamental part of remote work. It’s essential to maintain proper ergonomics to prevent strain or discomfort.

• Communication Tools: Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing. These activities may involve sitting, standing, or moving around.

• Predictable Attendance: Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands.

• Noise Levels: The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings

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Work Environment: 

Onsite Office Cubical – 5 days per week