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Quality and Regulatory Services Specialist

ICONMA

Role overview

Qualifications

  • Demonstrated capacity for handling time sensitive varying customer requests
  • Skilled in all Microsoft Office applications
  • Bachelor’s degree in Life Sciences, Chemistry or Engineering
  • At least 2-4 years of work experience in a customer facing role

Responsibilities

  • Provide frontline support for quality and regulatory related inquiries
  • Facilitate customer audit requests and ensure components are in place
  • Act as liaison between customers and client departments
  • First level triage of customer complaints and QRS email queue

Key facts

  • Remote from: Massachusetts (USA)
  • Full time
  • Mid-level (2-5 years)
  • Regulatory Affairs Specialist
  • English

Hard skills

Other skills

  • Customer Service
  • Microsoft Office
  • Innovation
  • Communication
  • Teamwork
  • Time Management
  • Business Acumen

About the company

ICONMA logo

ICONMA

Management Consulting

We provide Professional Staffing Services & Project-Based Solutions for a broad range of Fortune 500 organizations. ICONMA is a certified Woman-Owned staffing company and was founded in 2000. ICONMA’s corporate headquarters is in Troy, Michigan, and has 15+ locations worldwide. What makes ICONMA stand out in a fiercely competitive industry? *We provide integrated, full lifecycle services across a broad range of business and technical platforms. *No single company can duplicate our full range of staffing and permanent recruiting services nationwide. *Proven track record of attracting and retaining exceedingly skilled professional workers in a highly competitive market. SERVICES OFFERED Staff Augmentation (Contract, Contract to Hire, Direct Hire, Single Source) Data Analysis Project-Based Services & Solutions Hire Train Deploy Service Model Offshore Staff Augmentation Payroll Services AREAS OF EXPERTISE - Information Technology - Engineering - Business Professional - Accounting/Finance - Admin/Clerical/Call Center - Healthcare/Clinical/Scientific - Marketing/Creative mail linkedin@iconma.com Phone (888) 451-2519 Website http://www.iconma.com

Company details

Company typeLarge
IndustryManagement Consulting
Company size1001 - 5000

Links

Website LinkedIn See all jobs

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Job description

Our Client, a Business Maunufacturing and Supply company, is looking for a Quality and Regulatory Services Specialist for their Remote location.
 
Responsibilities:
  • Responsible for providing frontline support for internal and external customers regarding quality and regulatory related inquiries and issues, predominantly for our customers in Europe.
  • Support of customer communications regarding complaints and audit requests.
  • Facilitate customer audit requests working with customers and Plant Quality to schedule on-site and remote audits.
  • Assure that all necessary components and agreements are in place prior to customer audit.
  • Act as liaison between customers and other client departments and functions.
  • Responsible for supporting the projects and ongoing processes associated with Quality and Regulatory Services (QRS)
  • First level triage of customer complaints and QRS email queue. Sort incoming emails quickly, identify duplicates, assign to relevant functions, identifying and escalating urgent quality and regulatory issues as needed according to QRS guidelines
  • Escalate key customer and urgent inquiries to the correct department as needed on demand according to QRS guidelines
  • Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction
  • Daily priorities as well as timely positive professional communications to external customers, business colleagues and teams
  • Criteria for Performance Evaluation
  • Work targets and schedules are met
  • QRS guidelines and policies are followed, including use of email templates for customer communication
  • Effectively, positively & professionally interact with internal and external customers
  • Demonstrates cooperative daily positive interactions with Customer Service, Quality and Regulatory, Supply Chain, Scientific Support, Sales and Business Operations teams regarding distributors and customers’ needs / requests
  • Able to appropriately determine which inquiries and issues should be escalated, and follow escalation paths as defined by QRS procedures
 
Requirements:
  • Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly
  • Skilled in all Microsoft Office applications. Ability to quickly learn and adapt to new systems.
  • Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries
  • Courteous, articulate and professional oral and written communication skills
  • Experience designing and maintaining reports and metrics
  • Knowledgeable in use of ETQ, SharePoint, Salesforce.com, SAP, and PeopleSoft.
  • Passion for innovation, automation, and continuous improvements
  • Multi-lingual skills highly desired
  • Bachelor’s degree, Life Sciences, Chemistry or Engineering or related field of study preferred.
  • At least 2-4 years of work experience in a customer facing role
  • Demonstrated knowledge of quality and regulatory practices strongly encouraged
  • Ability to work under pressure while maintaining professional and positive composure
  • Ability to apply good judgment and business acumen
  • Desire to anticipate, meet and exceed the expectations and needs of our customers
  • Positive attitude and outlook
  • Proven track record of positive customer interaction and teamwork
  • Ability to handle proprietary and delicate situations appropriately, positively and professionally
  • Capability to effectively and professionally communicate with customers and colleagues from various regions and industries
 
Why Should You Apply? Excellent growth and advancement opportunities

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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