Consumer Complaint Specialist

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Business Title: Consumer Complaint Specialist
Position Title: Quality Assurance Associate 
Division: Consumer Products Services 
Entity: ATL
Location: Hodges, SC
Reports to: Manager 
FLSA: Non-exempt
 
Hours Worked: Typically, [Monday through Friday, forty-hours per week.] 
However, must be flexible to meet the needs of the department and complete other projects as assigned.

Position Summary:
The Consumer Complaint Specialist is responsible for handling, investigating, testing, and resolving consumer complaints, with a focus on compliance with FDA/GMP regulations. The role applies engineering and/or analytical knowledge to analyze manufacturing issues, collaborate with technical teams, conduct root cause analyses, and perform product testing to support product safety and consumer satisfaction.

Duties and Responsibilities:
It is everyone’s responsibility to live out our Values and Absolutes by Shaping a World of Trust while ensuring responsible progress.
•    Investigate consumer complaints in collaboration with Engineering, Quality Assurance, Production, and other cross-functional teams.
•    Identify and support corrective actions intended to prevent recurrence of product issues.
•    Escalate complex or unresolved technical complaints as necessary.
•    Perform chemical and physical testing of finished products as part of complaint investigations, following standard procedures.
•    Use wet-chemistry and basic instrumental techniques when required for complaint testing.
•    Follow Good Laboratory Practices and maintain accurate, current, and concise laboratory notebooks and records.
•    Ensure complaint handling and investigation activities comply with applicable FDA regulations and guidelines.
•    Maintain complete records to support regulatory reporting requirements and submit investigation reports in the consumer complaint system.
•    Conduct technical analyses and root cause investigations for product issues.
•    Prepare reports on complaint trends, root causes, and resolution effectiveness for management review. 
•    Identify process-improvement opportunities based on complaint data and root cause analysis.

Skills & Proficiencies:
•    Ability to analyze technical issues and recommend practical solutions.
•    Ability to perform finished-product analytical and physical testing using wet-chemistry and basic instrumental techniques.
•    Knowledge of Good Laboratory Practices and accurate laboratory recordkeeping.
•    Ability to communicate technical information clearly and concisely to non-technical stakeholders.
•    Ability to adapt to and navigate a matrixed organization
•    Experience with SAP or LIMS.
•    Detail-oriented, organized, and able to work independently.

•    Working knowledge of FDA-regulated complaint handling and Quality Management Systems is preferred.

Education and Experience:
•    Bachelor's degree in Science, Engineering, Chemistry, or a related discipline 
•    Minimum of 1 year in FDA/GMP lab

An equivalent combination of education and experience may be accepted in lieu of above.

Compensation Range: $26 - $27 an hour (e.g., the job posting is not necessarily reflective of actual compensation that may be earned, and actual compensation is subject to variation due to such factors as locations, education, experience, and skillset).

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