Customer Complaint Advocate

About B. Braun

B. Braun Medical Inc., a leader in infusion therapy and pain management, develops, manufactures, and markets innovative medical products and services to the healthcare industry. Other key product areas include nutrition, pharmacy admixture and compounding, ostomy and wound care, and dialysis. The company is committed to eliminating preventable treatment errors and enhancing patient, clinician and environmental safety. B. Braun Medical is headquartered in Bethlehem, Pa., and is part of the B. Braun Group of Companies in the U.S., which includes B. Braun Interventional Systems, Aesculap and CAPS.

Globally, the B. Braun Group of Companies employs more than 64,000 employees in 64 countries. Guided by its Sharing Expertise philosophy, B. Braun continuously exchanges knowledge with customers, partners and clinicians to address the critical issues of improving care and lowering costs. To learn more about B. Braun Medical, visit www.BBraunUSA.com.

Position Summary:

Responsibilities: Essential Duties

• Works with colleagues to ensure appropriate staffing and function of call center for customer complaints to support B. Braun customers
• Enters reports of complaints associated with medical device, pharmaceutical, and combination products into the complaint management system
• Reviews Customer Inquiry Reports (CIR) for potential indications of complaints and ensures appropriate actions are taken for each CIR
• Interfaces with customers and health authorities to obtain follow-up information regarding customer complaints and potential adverse events associated with medical device, pharmaceutical, and combination products and updates the complaint management system appropriately
• Generates reports and analysis of complaint data and presents the information to Quality, Marketing, Sales, and Operations as requested
• Develops, maintains, and updates standard questionnaires for recurring product complaints in partnership with manufacturing site Quality, Engineering (R&D, Sustaining), and Medical Affairs
• Assists in the notification, follow-up, and customer acknowledgment of product recalls and other post-market actions initiated for medical devices, pharmaceuticals, and combination products
• Assists in responding to customer complaints by generating formal response letters and health authority reports where required

The job function listed is not exhaustive and shall also include any responsibilities as assigned by the Supervisor from time to time.

Expertise: Knowledge & Skills

• Requires full working knowledge of relevant business practices and procedures in professional field. Uses standard theories, principles and concepts and integrates them to propose a course of action.
• Works under general supervision. Relies on experience and judgement to plan and accomplish assigned goals. May periodically assist in orienting, training, and/or reviewing the work of other peers.
• Judgement is required in resolving all day-to-day problems.
• Regular contact with B. Braun customers and internal managers, supervisors and other employees.

The targeted range for this role takes into account a range of factors that are considered when making compensation and hiring decisions; included but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. Compensation decisions are dependent on the facts and circumstances of each case. The range provided is a reasonable estimate.

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Expertise: Qualifications -Education/Experience/Training/Etc

Required:

• Bachelor's degree required or equivalent combination of education and experience.
• 02-04 years related experience required.
• Applicable industry/professional certification preferred.
• Regular and predictable attendance
• Secrecy and invention agreement and non-compete agreement, Ability to work non-standard schedule as needed

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to handle or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds.

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Responsibilities: Other Duties:

The preceding functions have been provided as examples of the types of work performed by employees assigned to this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this description are representative of the knowledge, skill, and/or ability required. Management reserves the right to add, modify, change or rescind the work assignments of different positions due to reasonable accommodation or other reasons.

Physical Demands:

While performing the duties of this job, the employee is expected to:

• Light work - Exerting up to 20 lbs of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Lifting, Carrying, Pushing, Pulling and Reaching:

• Occasionally:Reaching upward and downward, Push/pull, Visual Acuity with or without corrective lenses
• Frequently:Stand, Sit
• Constantly:N/A

Activities:

• Occasionally:Push/pull, Reaching upward and downward, Seeing - depth perception, color vision, field of vision/peripheral, Stooping/squatting, Walking
• Frequently:Finger feeling, Hearing - ordinary, fine distinction, loud (hearing protection required), Sitting , Standing, Talking - ordinary, loud/quick
• Constantly:N/A

Environmental Conditions:

• Occasionally:Proximity to moving parts, Exposure to toxic or caustic chemicals (in most areas)
• Frequently:N/A
• Constantly:N/A

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Noise Intensity:Low
• Occasionally:N/A
• Frequently:N/A
• Constantly:Office environment

Equal Opportunity Employer Veterans/Disabled.

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