QMS Complaint Coordinator (34223)
KLS Martin Group, Jacksonville, FL, United States
Job Summary
The QMS Complaint Coordinator is responsible for managing the full lifecycle of the customer complaint process in accordance with internal procedures and applicable regulatory requirements. This includes receiving and documenting complaints, coordinating investigations, monitoring progress, and ensuring timely closure and proper record‑keeping. The role involves interaction with cross‑functional teams—both internal and external—to collect relevant information and ensure complaints are assessed, investigated, and resolved in a compliant and timely manner. The Coordinator maintains data integrity within the Quality Management System, prepares summaries or reports as needed, and supports audit or inspection activities related to complaint records. This position requires strong organizational skills, attention to detail, and the ability to follow established procedures while meeting documentation and reporting deadlines.
Essential Functions, Duties, and Responsibilities
Manage Complaint Lifecycle
Receive, log, and process customer complaints in accordance with company procedures and regulatory requirements.
Coordinate investigations, track status, and ensure timely closure of complaints.
Assist in Day‑to‑Day Complaint Processing
Support the intake and administrative handling of complaints, including gathering relevant information from internal and external sources.
Assist in reporting and processing complaints in SAP and other designated systems.
Maintain Accurate Complaint Records
Ensure all complaint records are complete, accurate, and compliant with internal procedures.
Update tracking systems and maintain documentation throughout the complaint lifecycle.
Facilitate Product Returns And Movement
Coordinate the return of products related to complaints with internal and external parties.
Track and document product movement as part of the complaint process.
Support Document Control
Serve as a back‑up in Document Management, including processing and tracking controlled documents.
Review and assist with drafting controlled document procedures related to complaint handling.
Prepare Reports And Summaries
Compile complaint data and generate reports and summaries for internal quality reviews and management reporting.
Assist With Calibration And Material Master Coordination
Serve as back‑up coordinator for calibration‑related procedures.
Assist in creating and maintaining material master data in applicable systems.
Support Quality Data Collection And Administration
Assist in the collection, entry, and analysis of quality data as needed to support regulatory and quality functions.
Contribute to ongoing Quality Management System (QMS) initiatives and compliance efforts.
Collaborate Across Functions
Work with cross‑functional teams (e.g., Quality, Regulatory, Customer Service, Sales, Operations) to collect information and resolve complaint‑related issues.
Support Audits And Inspections
Prepare complaint files and documentation for internal audits or external regulatory inspections.
Maintain audit‑ready complaint documentation at all times.
Qualifications
Education and Experience Requirements
2‑year degree plus 2 years of administrative experience, or
4 years of administrative experience
Proficient user of Microsoft Office applications, with intermediate knowledge of MS Excel
SAP experience preferred but not required
Knowledge, Skills, And Abilities
Builds effective working relationships across all levels of internal teams and external partners, including customers and colleagues.
Works both independently and collaboratively with cross‑functional teams, demonstrating initiative and reliability with minimal supervision.
Applies critical thinking and adaptability to solve problems in dynamic and evolving environments.
Skilled in retrieving, analyzing, and interpreting documentation to support decision‑making.
Maintains a high standard of accuracy and quality through meticulous attention to detail.
Communicates clearly and professionally with colleagues, leadership, and cross‑functional teams at all organizational levels.
Delivers exceptional customer service with a consistently positive and solution‑focused attitude.
Effectively manages competing priorities while maintaining focus and productivity.
Additional
Typing/Computer keyboard
Utilize computer software (specified above)
Retrieve and compile information
Verify data and information
Organize and prioritize information/tasks
Verbal communication
Written communication
Physical Requirements
Sitting for extended periods
Extended periods viewing computer screen
Walking
Reading
Speaking
Hear/Listen
Maintain regular, punctual attendance
Writing
Hazards
Normal office environment
#J-18808-Ljbffr
The QMS Complaint Coordinator is responsible for managing the full lifecycle of the customer complaint process in accordance with internal procedures and applicable regulatory requirements. This includes receiving and documenting complaints, coordinating investigations, monitoring progress, and ensuring timely closure and proper record‑keeping. The role involves interaction with cross‑functional teams—both internal and external—to collect relevant information and ensure complaints are assessed, investigated, and resolved in a compliant and timely manner. The Coordinator maintains data integrity within the Quality Management System, prepares summaries or reports as needed, and supports audit or inspection activities related to complaint records. This position requires strong organizational skills, attention to detail, and the ability to follow established procedures while meeting documentation and reporting deadlines.
Essential Functions, Duties, and Responsibilities
Manage Complaint Lifecycle
Receive, log, and process customer complaints in accordance with company procedures and regulatory requirements.
Coordinate investigations, track status, and ensure timely closure of complaints.
Assist in Day‑to‑Day Complaint Processing
Support the intake and administrative handling of complaints, including gathering relevant information from internal and external sources.
Assist in reporting and processing complaints in SAP and other designated systems.
Maintain Accurate Complaint Records
Ensure all complaint records are complete, accurate, and compliant with internal procedures.
Update tracking systems and maintain documentation throughout the complaint lifecycle.
Facilitate Product Returns And Movement
Coordinate the return of products related to complaints with internal and external parties.
Track and document product movement as part of the complaint process.
Support Document Control
Serve as a back‑up in Document Management, including processing and tracking controlled documents.
Review and assist with drafting controlled document procedures related to complaint handling.
Prepare Reports And Summaries
Compile complaint data and generate reports and summaries for internal quality reviews and management reporting.
Assist With Calibration And Material Master Coordination
Serve as back‑up coordinator for calibration‑related procedures.
Assist in creating and maintaining material master data in applicable systems.
Support Quality Data Collection And Administration
Assist in the collection, entry, and analysis of quality data as needed to support regulatory and quality functions.
Contribute to ongoing Quality Management System (QMS) initiatives and compliance efforts.
Collaborate Across Functions
Work with cross‑functional teams (e.g., Quality, Regulatory, Customer Service, Sales, Operations) to collect information and resolve complaint‑related issues.
Support Audits And Inspections
Prepare complaint files and documentation for internal audits or external regulatory inspections.
Maintain audit‑ready complaint documentation at all times.
Qualifications
Education and Experience Requirements
2‑year degree plus 2 years of administrative experience, or
4 years of administrative experience
Proficient user of Microsoft Office applications, with intermediate knowledge of MS Excel
SAP experience preferred but not required
Knowledge, Skills, And Abilities
Builds effective working relationships across all levels of internal teams and external partners, including customers and colleagues.
Works both independently and collaboratively with cross‑functional teams, demonstrating initiative and reliability with minimal supervision.
Applies critical thinking and adaptability to solve problems in dynamic and evolving environments.
Skilled in retrieving, analyzing, and interpreting documentation to support decision‑making.
Maintains a high standard of accuracy and quality through meticulous attention to detail.
Communicates clearly and professionally with colleagues, leadership, and cross‑functional teams at all organizational levels.
Delivers exceptional customer service with a consistently positive and solution‑focused attitude.
Effectively manages competing priorities while maintaining focus and productivity.
Additional
Typing/Computer keyboard
Utilize computer software (specified above)
Retrieve and compile information
Verify data and information
Organize and prioritize information/tasks
Verbal communication
Written communication
Physical Requirements
Sitting for extended periods
Extended periods viewing computer screen
Walking
Reading
Speaking
Hear/Listen
Maintain regular, punctual attendance
Writing
Hazards
Normal office environment
#J-18808-Ljbffr