Customer Advocate Specialist I

Date: Jun 4, 2021

Location: Morrisville, NC, US

Company: Teleflex

Position Summary

Individual supports the Customer Advocate Team(s) and manufacturing sites with all matters related to complaint entry; works closely with Regulatory Affairs Specialist, R&D, Marketing, and Customer Service in the resolution of complaint details required for FDA responses and reporting.

Principal Responsibilities

•    Receives, documents, and follows up on product complaints
•    Works closely with Regulator Affairs Specialist,  R&D,  Marketing, and Customer Service in the resolution of complaint details required for FDA responses and reportability
•    Follows documented procedure to ensure timely reporting to the FDA, Health Canada, and European Competent Authorities
•    Assists manufacturing with customer follow up of product performance issues
•    Works closely with Customer Service in the issuance of credits and replacements
•    Works closely with the sales representative to diffuse difficult customer situations involving complaints and return of samples
•    Uses excellent phone skills when contacting the customer to follow up on a complaint or to provide additional information regarding the complaint process
•    Updates existing procedures to reflect departmental processes
•    Adheres to Teleflex's Code of Conduct, and all company policies, procedures, and standards

Education / Experience Requirements

  • B.S. Degree or equivalent work experience
  • 3 years minimum experience in regulatory, complaint handling, or customer service
  • Broad regulatory knowledge base with understanding of FDA requirements for complaint handling

Specialized Skills / Other Requirements

  • Excellent customer service skills
  • Excellent use of grammar and writing skills
  • Ability to multi-task
  • Ability to handle stressful situations with customers and sales reps
  • Experience utilizing ERP system like SAP
  • Experience utilizing a complaint management system  
  • Displays a positive attitude as a Customer Advocate for Teleflex

Nearest Major Market: Raleigh