Job Summary
The
Product Complaints Specialist role is responsible for executing all aspects of
product complaint management, investigation, and servicing requests. This
senior role also assists with coaching and mentoring the complaint team, performing
additional quality activities as needed for the division, and working on
continuous improvement initiatives related to complaint processes.
Job Description
Product Complaints Specialist
About Medline:
About Medline India:
Medline India was setup in 2010 in Pune, primarily as an offshore Development centre and to augment resources for Medline Industries LP headquartered in Chicago, USA. We are a 1500+ strong and growing team of technology, finance & and business support professionals who support our businesses worldwide towards a mission to make healthcare run better. We are proud to be certified as a ‘Great Place to Work’ by the Great Place to Work Institute® (India) for the duration May 2023 – May 2024.
We are an organization with a conducive work environment, ample opportunities to learn, contribute and grow with a highly empowered & engaged team. We encourage our people to share their best ideas and create new opportunities for our customers and ourselves to work together to solve today’s toughest healthcare challenges.
About Medline Industries, LP:
Established in 1966, Medline Industries LP is a renowned global healthcare organization boasting 56 years of consecutive sales growth, exceeding $21 billion in annual sales. With a workforce of over 36,000 professionals spread across the globe, we operate in more than 125 countries and territories. As the largest privately held manufacturer and distributor of medical supplies in the United States, Medline is uniquely positioned to offer comprehensive products, education, and support across the continuum of care.
At present, Medline Industries, LP holds the esteemed position as the #1 market leader, delivering an extensive portfolio of over 550,000 medical products and clinical solutions. Our clientele includes hospitals, extended care facilities, surgery centres, physician offices, home care agencies, providers, and retailers.
We're proud to be recognized by Forbes as one of America’s Best Large Employers and Best Employers for Women. Additionally, the Chicago Tribune has consistently named us a Top Workplace for the past 12 years.
Job Description
The Complaints & Post-Market Surveillance (PMS) role is responsible for the efficient administration and coordination of the Medline ANZ product complaint process. The role ensures complaints are accurately received, documented, tracked, and reported in accordance with established procedures and regulatory requirements.
The role provides operational support through complaint intake, workflow management, data integrity, trending, and reporting activities.
We are looking for someone who thrives in a team environment, demonstrates a strong sense of urgency, and can build and maintain effective working relationships with peers, customers, and suppliers.
The role reports to the QRA Manager in India and the Quality Manager in the ANZ region.
Key Responsibilities
Complaint Intake and Case Administration
Receive and review incoming product complaint submissions.
Verify complaint information for completeness, accuracy, and documentation requirements.
Contact Account Managers, or internal stakeholders to obtain missing information where required.
Create and maintain complaint records within designated systems.
Apply established categorization, and data entry requirements.
Generate and issue complaint acknowledgement letters to customers / Account Managers within required timelines.
Ensure complaint records are maintained accurately and completely throughout the complaint lifecycle.
Workflow Coordination and Follow-Up
Coordinate complaint workflow activities in accordance with approved procedures.
Establish and maintain complaint follow-up schedules.
Send routine follow-up communications to…