Driven by a commitment to research, quality and service, PDI, Inc. provides innovative products, educational resources, training and support to prevent infection transmission and promote health and wellness. Encompassing 3 areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture and distribute leading edge products for North America and the world.
We have several locations across the US and are looking for new Associates to join our team!
The Consumer Affairs Specialist is responsible for administration of the Product Complaint Management system. This role helps ensures that the product quality complaint system is compliant, effective, efficient, and sustainable. The Consumer Affairs Specialist accomplishes day to day product complaint activities such as ensuring that complaints are investigated, processed, and closed within the timeframe as required per procedure. She/he compliantly maintains electronic and hard copy files of product complaint investigations and supporting documentation.
A Consumer Affairs Specialist is an associate who provides exemplary customer service to people who develop issues with a company?s products. In responding to complaints, The Consumer Affairs Specialist provides accurate information and timely solutions to questions, inquiries or problems. She/he forwards to the appropriate investigative body and ensures follow up.
Consumer Affairs Specialist will support company policies and procedures, goals and objectives, FDA regulations, and good manufacturing practices, while cultivating an environment of excellence when dealing with ISO standards and internal and external customer relations.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Product Complaint Handling Process Implementation:
a. Handles incoming calls or inquiries from customers regarding the quality, performance or safety of our products in a manner that is professional, efficient and consistent with company policy.
b. Captures customer information and details thoroughly and accurately.
c. Effectively utilizes product and quality knowledge in order to provide the customer information that is relevant and helpful in addressing issues or concerns.
d. Identifies and communicates to management complaints that are of a serious or frequent nature.
e. Communicates with difficult consumers, resolving complaints and/or escalates to supervisor.
f. Interacts and communicates with manufacturers producing our products in the form of complaint notification, resolution and investigation requests.
g. Provides trending information to for dissemination to the Business Units as requested
h. Learns and maintains a strong knowledge of branded and non-branded products in order to provide accurate information to customers.
i. Provides closure in whatever medium is chosen by way of replacement product or monetary compensation, as appropriate.
j. Forwards issues requiring investigation to appropriate investigative body.
k. Reviews investigation results and prepare follow up letters to send to customers to close out documentation as necessary.
l. File all associated documentation.
m. Work with Marketing Department to become more educated on consumer needs and concerns to better service customers
n. Leads and provides oversight, guidance and services with respect to quality management system to measure, report and promote conformance to policies and procedures, performance goals, and all applicable quality regulations and standards.
o. Compliance support may include, but is not limited to, the following:
?GMP and quality systems training,
?Internal and external audits,
?Preparation and support for partner audits,
?Gap assessments against SOPs, regulations, and industry standards.
p. Duties and responsibilities may be amended as needed in order to support efficient company operations
Customer Service Administration:
a. Consumer Affairs Specialist must display an ability to maintain composure in difficult situations that have escalated beyond the primary level.
b. Consumer Affairs Specialist?s talk, listens and help resolved conflicts with customers. Consumer Affairs Specialist will be able to listen effectively to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy.
c. Consumer Affairs Specialist will control the quality, length and demeanor of telephone contacts; make prompt judgments on veracity; urgency and seriousness of complaints.
a. Consumer Affairs Specialist acts as a liaison between the business and its consumers. Ensures relevant data is accurately captured in order to provide meaningful feedback to the business.
b. Consumer Affairs Specialist will be able to identify potential risk contacts and escalate to the business in a timely fashion in order to protect the business from negative publicity or loss of consumers due to negative word of mouth.
1. Timeliness completion of intakes and closings
2. Values - centered execution
3. Quality of outputs
EDUCATION/CERTIFICATION: Bachelor?s degree preferred equivalent education and experience acceptable.
REQUIRED KNOWLEDGE: Must possess effective and diplomatic written and oral communication skills.
Proficient computer skills in a Microsoft Windows environment, with specific interest in Excel
Must be able to appropriately manage information of a personal or confidential nature
Must understand the importance of quality in a regulated company
EXPERIENCE REQUIRED: Minimum of 3 year working in a Consumer Contact Center, customer service oriented environment or Quality.
SKILLS/ABILITIES: Ability to collaborate cross functionally as well as externally
Ability to identify trends and red flags
Analytical/ problem solving aptitude.
Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse unsatisfied customers
NONE: No hazardous or significantly unpleasant conditions.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Nice-Pak Products, Inc. (NP) is the global developer, manufacturer and marketer of pre-moistened wipes for the consumer market, specializing in personal care, hygiene, household cleaning and disinfection products.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Please refer to the Company?s Substance Abuse Policy which protects the safety and well-being of all associates and potential associates.