Job Description
Role Overview:
We are seeking a customer-focused professional to manage incoming customer complaints via email, ensuring timely, professional, and effective resolution. The role involves triaging issues, escalating urgent matters, and collaborating with cross-functional teams in a fast-paced, small-team environment.
Key Responsibilities:
- First-level triage of customer complaints and QRS email queue; identify duplicates, assign issues, and escalate urgent quality or regulatory matters.
- Communicate professionally with customers and internal teams (Quality, Regulatory, Sales, Business Operations, Scientific Support).
- Collaborate on projects and continuous improvement initiatives to enhance customer satisfaction.
- Prioritize daily tasks and ensure adherence to QRS guidelines and procedures.
- Track and report on key metrics as needed.
Required Skills & Experience:
- 2–4 years of customer-facing experience (restaurant or similar environment preferred).
- Strong email communication skills; courteous, professional, and articulate.
- Ability to handle time-sensitive requests, prioritize, and escalate appropriately.
- Proficient in Microsoft Office; quick learner for new systems.
- Experience in manufacturing, medical device, or quality/regulatory environments is a plus.
Desired Skills:
- Experience with reporting and metrics.
- Familiarity with ETQ, SharePoint, Salesforce, or PeopleSoft.
- Multi-lingual skills.
- Interest in innovation, automation, and process improvement.
Soft Skills:
- Positive attitude, professional composure under pressure.
- Strong teamwork and collaboration skills.
- Good judgment, discretion, and customer empathy.
- Ability to communicate effectively across regions and departments.
Education:
- High School Diploma/GED required; Associate’s Degree preferred.
Performance Metrics:
- Timely handling of inquiries according to QRS guidelines.
- Positive interactions with customers and internal teams.
- Correctly escalate issues per procedures.