Job Summary Responsible for supporting customers, end users, and sales representatives by accurately logging, managing, and resolving quality complaint issues in accordance with established procedures, regulatory requirements, and service-level expectations. Job Description Key Responsibilities Collect, review, and document all relevant information to accurately log product and quality complaints in the SAP Complaint Management System. Process and manage complaints submitted through Zendesk and received via the Genesys phone queue. Initiate and manage call tags, Salesforce notifications, customer credits, and replacement orders as required to support timely complaint resolution. Ensure all complaints are properly documented, tracked, and closed within applicable systems. Conduct required follow-ups on issued call tags at the 7-day, 15-day, and 30-day intervals to ensure timely resolution. Generate Return Goods Authorizations (RGAs) and coordinate product returns as needed. Distribute Customer Satisfaction Surveys and support follow-up as required. Collaborate with Sales representatives to obtain necessary information for open or outstanding complaints, following established timelines and written procedures. Maintain compliance with Quality System Regulations (QSR), ISO standards, and Medline policies and procedures. Adhere to all written procedures and ensure accuracy and consistency in complaint handling. Respond to customer and internal emails within 24 hours. Complete all required training by assigned deadlines. Meet established Service Level Agreements (SLAs) across SAP, Zendesk, and Genesys platforms. Support audit readiness and successfully meet audit requirements. Qualifications Education High School Diploma or equivalent required. Experience & Skills Intermediate proficiency in Microsoft Excel, including functions such as SUM, formatting borders and columns, inserting charts, text wrapping, sorting, and setting headers, footers, and print scaling. Intermediate proficiency in Microsoft Word, including use of headers, page breaks, page numbers, tables, and table formatting. Strong ability to analyze information, prioritize details appropriately, and draw clear, concise conclusions. Demonstrated experience providing customer service to both internal and external customers while meeting quality standards and supporting customer satisfaction expectations. Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. The anticipated salary range for this position: $17.25 - $25.00 Hourly The actual salary will vary based on applicants location, education, experience, skills, and abilities. Medline will not pay less than the applicable minimum wage or salary threshold. Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. Were dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here. Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Through our culture of belonging, our agile and resilient global team is determined to get our customers exactly what they need, at the right time, every time. If youre a self-starter, eager to grow your career within a high-performing environment, this is the place for you. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Medline is the largest provider of medical-surgical products and supply chain solutions serving all points of care. Through its broad product portfolio, resilient supply chain and leading clinical solutions, Medline helps healthcare providers improve their clinical, financial and operational outcomes. Headquartered in Northfield, Illinois, the company employs more than 43,000 people worldwide and operates in more than 100 countries and territories. To learn more about how Medline makes healthcare run better, visit www.medline.com.
