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Customer Solutions Associate
1 month ago
Job Summary:
The Associate Customer Solutions Specialist plays a crucial role in ensuring customer satisfaction by investigating and resolving complaints related to our products. This position requires strong analytical and communication skills, as well as the ability to work independently and as part of a team.
Key Responsibilities:- Conduct thorough investigations of customer complaints, identifying root causes and providing structured insights to drive product and customer quality improvements.
- Work closely with customer-facing teams to ensure complaint cases are complete with accurate information, facilitating effective investigations.
- Evaluate and troubleshoot devices and accessories to determine the root cause of complaints, collaborating with Operations to resolve issues.
- Manage new orders received in Product Quality, maintaining proper documentation and organization.
- Provide timely and effective responses to customer complaints, ensuring customer expectations are met and feedback is provided when requested.
- Understand and adhere to regulatory requirements, such as FDA Regulations and ISO 13485, for complaint handling.
- Perform electro-acoustical analysis on device hardware and interpret test results.
- Interface with manufacturing supervisors and leads to discuss process and product improvements.
- Organize and arrange intercompany complaint shipments, ensuring efficient logistics.
- Review and monitor monthly customer feedback cases, maintaining a customer-centric approach.
- Quality Systems knowledge (preferred)
- Familiarity with ISO quality standards (ISO 13485 preferred)
- Familiarity with FDA CFR 820
- Proficient in Microsoft Office: Excel, Word, PowerPoint, Outlook, Teams
- Proficient in Salesforce (preferred)
- Strong oral and written communication skills, with the ability to interact effectively with cross-functional teams
- Capable of working independently, with excellent organizational skills for document maintenance and storage
- Excellent internal and external communication skills
- Bachelor's degree in a technical or health-related field
- 1-2 years of experience in complaint management/investigations or technical support in med-tech or hi-tech consumer technology industries
- Experience or interest in hearing instruments, accessories, programming, and fitting software
- Clinical experience is considered a plus
The Associate Customer Solutions Specialist will work in a manufacturing facility and office environment, with a focus on ensuring customer satisfaction and quality.
Physical Demands:The position requires sitting, standing, lifting, bending, and reaching, with no more than 20 pounds of weight.
Position Type and Expected Hours of Work:This is a full-time position, Monday through Friday, with a focus on delivering exceptional customer service and quality results.
