Assoc Product Complaints Specialist
Medline Industries, LP
Summary
The Assoc Product Complaints Specialist role is responsible for executing all aspects of product complaint management, investigation, and servicing requests. They also provide light support and guidance to stakeholders on additional quality activities related to complaints.
Job description
Major Responsibilities
- Log, investigate, and close complaints in the complaint system in a timely manner following established complaint handling procedures and ensuring adherence to Medline's standards and regulatory requirements
- Conduct thorough product investigations with guidance using techniques such as sample performance testing, image evaluation, historical data analysis, trend review, production/inspection record review, vendor correspondence, and other relevant methods
- Analyze investigation findings to identify root cause and trends, draft clear and concise investigation summaries based on results
- Process complaint resolutions, including drafting closing responses to complainants, issuing credits/replacements, making recommendations, and coordinating servicing needs
- Support divisional QA, product management, and other stakeholders by providing assistance on quality activities related to product complaints for supported divisions
Requirements
- High School Diploma/Equivalent and 1 – 3 years of experience in Quality, preferably within the Medical Device or Pharma Industry OR Bachelor's degree in relevant field
- Experience in providing customer service to both internal and external stakeholders
- Skilled in cross-functional collaboration, managing concurrent tasks with competing priorities, and meeting critical deadlines
- Strong analytical and problem-solving abilities with attention to detail
- Basic proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
- Preferred: 2-3 years of experience with product complaints, non-conformances, CAPAs, or similar activities involving root cause analysis and problem solving
- Preferred: Experience with SAP or similar complaint investigation software
Benefits
- Health insurance
- Life and disability insurance
- 401(k) contributions
- Paid time off
- Employee assistance program
- Employee resource groups
- Employee service corp
- Continuing education & training
Company overview
Medline Industries, LP is the largest privately held manufacturer and distributor of medical-surgical products and supply chain solutions in the United States. Founded in 1966 and headquartered in Northfield, Illinois, the company serves all points of care including hospitals, extended care facilities, surgery centers, physician offices, home care agencies, and retailers. With over 550,000 medical products and clinical solutions, Medline operates in more than 125 countries and territories worldwide. The company employs approximately 35,000-43,000 people globally and generates annual revenues exceeding $21 billion. Medline's comprehensive portfolio includes medical devices, surgical supplies, wound care products, protective apparel, durable medical equipment, and sterilization solutions. The company combines manufacturing expertise with extensive distribution capabilities through its network of over 50 distribution centers across North America, providing integrated supply chain solutions that help healthcare organizations improve clinical, financial, and operational outcomes.