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Customer Complaint Technician


Kansas City, MO
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Job Details


The incumbent will support the customer complaint team as a support function to the Customer Complaint team. The Customer Complaint team is a focused team whose responsibility is to investigate Product Quality Complaints within specific timeframes, communicate confirmed complaints to management for corrective action and to monitor trends for additional reporting.


+ Initial review of complaints for classification, severity ranking and prioritization based upon the complaint description (in conjunction with complaint investigators)

+ Monitor incoming product quality complaints in PCOM

+ Entry of reported product quality complaints into the Quality Tracking System (QTS)

+ Request of reserve sample inspections /units for testing

+ Generate/log/monitor management notifications for critical complaints

+ Receipt of complaint samples, linkage to the appropriate complaint record(s), documentation of samples, notification of sample receipt to the complaint team, submission of samples for evaluation and receipt/storage of returned samples

+ Monitoring of complaints coming due to ensure complaints will be closed within the defined timelines and if not, notification to department manager for extension request

+ Submission of completed complaint investigations to customers

+ Daily communication with customers, colleagues and management

+ Assist in sample destruction and preparation of documentation

+ Other duties as assigned


+ BA/BS degree and 0-2 years of experience in the pharmaceutical and/or medical device industry

+ Knowledge and understanding of regulatory compliance / cGMP requirements for pharmaceutical / medical device manufacturing processes / operations

+ Demonstrated technical skills (not limited to) such as critical thinking, attention to detail, flexibility, adaptability, ability to work in a fast paced changing environment, ability to meet deadlines, time management, problem solving, follow oral and written instructions, learning capabilities, working independently and/or a team environment

+ Ability to focus under pressure and in distracting situations

+ Intermediate (at a minimum) experience in Microsoft Office applications

+ Strong compliant mindset is required


Must have the ability to simultaneously multi-task across multiple capabilities and functions and handle multiple competing priorities and requirements, including performing site and functional responsibilities and responding to frequent e-mail communications. Note that these activities may not be time bound to core hours or presence at the site.


+ Position requires regular onsite attendance - this position cannot be performed on a remote or telecommute basis on a temporary, short or long term basis.

+ Must have the ability to work effectively under and manage to strict production, time and performance deadlines.

+ Must be willing and able to work beyond the hours typically defined as a "regular" workday, which may or may not include weekends and holidays.

+ Travel between Brentwood and Westport locations may be required.

**EEO & Employment Eligibility**

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment.

This job is open only to Lawful Permanent Residents (as defined by 8 U.S.C. 1101(a)(20)), or Protected Individuals (as defined by 8 U.S.C. 1324b(a)(3), namely, U.S. Citizens, Refugees, and Asylees.

**Sunshine Act**

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

+ **Last Date to Apply for Job: April 18, 2018**

+ Eligible for Relocation Package

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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