Complaints Specialist

Position Overview 

Support IVC’s mission, vision, core values and customer service philosophy. Primary responsibilities include working with various departments to investigate and respond to reported Call Center customer complaints or contract customer complaints and ensure closure according to Complaint SOP procedure. Writing technical responses to customers and assessing product impact of various complaints. Review of batch records and retain samples as necessary for complaint investigations. Assist with developing department reports provided to upper management and department heads related to customer/product complaints. 

Specific Responsibilities  

• Adhere and ensure compliance with the Standard Operating Procedure on Complaints when handling a complaint for manufactured and distributed products as required by applicable regulations, standards, and company policy. 

• Use critical thinking skills to determine needed course of action and resolve complaints with appropriate tone, content, and direction. 

• Evaluation of all incoming consumer complaint samples. This includes taking photos of foreign tablets/soft gels, foreign material, and returned complaint samples. 

• Draft technical responses that include recording detailed notes and information into the investigation report and attach in complaint database. 

• Investigation results entry in Trackwise, case status updates and review with manager. 

• Request and review batch records and retains as necessary to complete complaint investigations. 

• Request QC analysis as applicable to complete investigations. 

• Interfaces with contract customers on the retrieval of complaint samples and gathering of additional information required for complaint investigations. 

• Immediately communicate any complaints received that need to be escalated to department management. 

• Work with the other complaint specialists, as a team, to gather needed information for investigations. 

• Ensure that complaints, as a department, are closed in a timely manner. 

• Report all serious adverse events to Quality Management and others as specified in the Standard  

• Operating Procedure on Complaints. 

• Partners and communicates with applicable departments on product investigations and trends. 

• Strong understanding of root cause analysis and processes. 

• Assist in the writing and communication of investigations results to both customers and consumers, with department manager. 

• Request and follow up on required Root Cause, Corrective and Preventive Action Plans to address a customer complaint from the appropriate department. Follow up on implementation of CAPA Plans as needed. 

• Ability to interact and coordinate with various departments and skill levels in a professional and consistent manner related to complaint investigations. 

• Ability to follow written and verbal policies and procedures. 

• Various duties, roles and task as deemed necessary by Sr. Manager of Consumer Affairs or designee. 

• Dedicated team player who can work independently and under limited supervision. 

General Responsibilities 

• Ability to work on a personal computer in a stationary position for extended periods of time during the day. 

• Act professionally in an office environment. 

• Comply with company confidentiality and security standards and guidelines. 

• Good attendance is required. Must be flexible to assist with workloads due to absences and work flexible hours when requested. 

• Walking and standing for an extended period.  

• Lift Totes / Bins / Boxes with manufacturing documents or retain (~20 lbs.). 

• Work in a moderate noise level environment.  

• Perform individual tasks and assignments to help with the department's efficiency.    

• Other duties as assigned by department manager. 

The Candidate 

Education, Experience, and Licenses: 

• Preferred four-year degree in science or related field or a two-year degree with 3-5 years of experience in a GMP facility (food, dietary supplement, pharmaceutical).  

• Preferred complaint investigation experience or specialized quality training such as ASQ certification and other industry related education. 

Knowledge, Skills, and Abilities 

• Excellent verbal and written communication skills including high professionalism when communicating with internal and external customers. 

• Strong interpersonal skills, excellent attention to detail and high organizational skills. 

• Must be a self-starter and able to work independently in a fast-paced, dynamic, team environment. 

• Ability to quickly access and retrieve information using a PC and basic understanding of Microsoft  

• Office products (Excel, Word, and Outlook) 

International Vitamin Corporation (IVC) Is an Equal Opportunity Employer. Our organization remains steadfast in our commitment to fostering an inclusive and non-discriminatory work environment that welcomes individuals from all backgrounds. We firmly maintain the belief that every individual ought to be treated with respect and dignity, regardless of their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, marital status, genetic information, or any other protected characteristic, as defined by the law. We pledge that all eligible job applicants shall receive an impartial and unbiased evaluation during the recruitment process, without any form of discrimination based on any of the protected class. Our dedication to promoting diversity and inclusivity remains unwavering, and we take immense pride in cultivating a workplace culture that values and celebrates differences. Our efforts towards creating an environment that is free from prejudice and discrimination are an integral part of our organizational philosophy, and we stand committed to upholding these principles.