Job Summary This position performs primary notification and is a consolidation point for receiving and processing basic complaint investigation activities. The position ensures timely and accurate investigation of customer complaints to help Fresenius Kabi comply with all regulatory obligations while meeting the customers’ needs. Responsibilities Capture all complaint information and ensure all necessary documentation (i.e. sample information, root cause information, etc.) is captured per established procedures and forms prior to closure. Follow up to collect required information as indicated per SOP/regulations. Coordination and execution of the sample retrieval, sample return tracking, and sample return follow ups. Provide timely response to PMQA (written or verbally) including receipt of complaint, status updates, and final investigation report. Respond to non-complex, non-product related inbound support issues, and utilize prepared Q&A documents to answer general customer inquiries and resolve simple complaints. Escalate customer and product specific complaints to the Quality Engineering team for awareness and support, as needed. Process requests for data, customer complaint details, etc. Escalate customer feedback regarding quality related processes. Perform additional duties as assigned. All employees are responsible for ensuring the compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities. Requirements: High School Diploma/GED Excellent written/verbal communication and organizational skills. Flexibility to work on new products/assignments. Strong computer skills (e.g. Word, Excel). Strong interpersonal skills and the ability to work with cross-functional teams. Self-motivated and quick learner. Exceptional customer service focus. Additional Information We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company match, and wellness program. Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status. Fresenius Kabi (www.CaringForLife.us) is a global health care company that specializes in injectable medicines, biosimilars, and technologies for infusion, transfusion, and clinical nutrition. Our expansive portfolio of products and global network of science and manufacturing centers provide essential support for the care of critical and chronically ill patients. With more than 40,000 employees worldwide, our dedicated team is united by our shared purpose: to put lifesaving medicines and technologies in the hands of people who care for patients – and to find answers to the challenges they face. We call this purpose caring for life. Our U.S. headquarters is in Lake Zurich, Illinois and the company’s global headquarters is in Bad Homburg, Germany. Follow us on LinkedIn to learn more: http://bit.ly/3KdaGJr Fresenius Kabi is aware that scammers may attempt to impersonate our recruiters. While we have limited ability to stop these illegitimate efforts, there are some things you can do to protect yourself and not waste time communicating with an imposter. Check the email address – messages from our recruiters will always come from a company account with the Fresenius-kabi.com domain. We have seen imposters send emails using “Fresenius-kaabi.com” which of course includes an extra “a” in “Kabi.” Check our website to see if the position you were contacted about is actually posted. Be wary if someone asks you for personal information. We do not need your driver’s license, social security number, or bank account information before we have made you a conditional offer of employment. Refuse to pay any upfront fees. Fresenius Kabi never charges you a fee to apply for a job at Fresenius Kabi. We will not send you an invoice for equipment (such as a laptop) that we promise to order and reimburse you for once you start working. If you have any questions at any stage of the process, contact us at HRLakeZurich@fresenius-kabi.com. Do not use any contact information in an unsolicited email. We look forward to talking to you about joining our team.