QMS Complaint Coordinator

*This role is remote, however applicants must be located within 50 miles of KLS Martin's Jacksonville location. In addition, applicants must be authorized to work in the U.S. without the need for current or future visa sponsorship*

Job Summary

The QMS Complaint Coordinator is responsible for managing the full lifecycle of the customer complaint process in accordance with internal procedures and applicable regulatory requirements. This includes receiving and documenting complaints, coordinating investigations, monitoring progress, and ensuring timely closure and proper recordkeeping.

The role involves consistent interaction with cross-functional teams-internal and external-to collect relevant information and ensure complaints are assessed, investigated, and resolved in a compliant and timely manner. The Complaint Coordinator is also responsible for maintaining data integrity within the Quality Management System, preparing summaries or reports as needed, and supporting audit or inspection activities related to complaint records.

This position requires strong organizational skills, attention to detail, and the ability to follow established procedures while meeting documentation and reporting deadlines.

Essential Functions, Duties, and Responsibilities

Manage Complaint Lifecycle:

• Receive, log, and process customer complaints in accordance with company procedures and regulatory requirements.
• Coordinate investigations, track status, and ensure timely closure of complaints.

Assist in Day-to-Day Complaint Processing:

• Support the intake and administrative handling of complaints, including gathering relevant information from internal and external sources.
• Assist in reporting and processing complaints in SAP and other designated systems.

Maintain Accurate Complaint Records:

• Ensure all complaint records are complete, accurate, and compliant with internal procedures.
• Update tracking systems and maintain documentation throughout the complaint lifecycle.

Facilitate Product Returns and Movement:

• Coordinate the return of products related to complaints with internal and external parties.
• Track and document product movement as part of the complaint process.

Support Document Control:

• Serve as a back-up in Document Management, including processing and tracking controlled documents.
• Review and assist with drafting controlled document procedures related to complaint handling.

Prepare Reports and Summaries:

• Compile complaint data and generate reports and summaries for internal quality reviews and management reporting.

Assist with Calibration and Material Master Coordination:

• Serve as back-up coordinator for calibration-related procedures.
• Assist in creating and maintaining material master data in applicable systems.

Support Quality Data Collection and Administration:

• Assist in the collection, entry, and analysis of quality data as needed to support regulatory and quality functions.
• Contribute to ongoing Quality Management System (QMS) initiatives and compliance efforts.

Collaborate Across Functions:

• Work with cross-functional teams (e.g., Quality, Regulatory, Customer Service, Sales, Operations) to collect information and resolve complaint-related issues.

Support Audits and Inspections:

• Prepare complaint files and documentation for internal audits or external regulatory inspections.
• Maintain audit-ready complaint documentation at all times.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements

• 2-year degree plus 2 years of administrative experience, or
• 4 years of administrative experience
• Proficient user of Microsoft Office applications, with intermediate knowledge of MS Excel
• SAP Experience preferred but not required

Knowledge, Skills, and Abilities

• Builds effective working relationships across all levels of internal teams and external partners, including customers and colleagues.
• Works both independently and collaboratively with cross-functional teams, demonstrating initiative and reliability with minimal supervision.
• Applies critical thinking and adaptability to solve problems in dynamic and evolving environments.
• Skilled in retrieving, analyzing, and interpreting documentation to support decision-making.
• Maintains a high standard of accuracy and quality through meticulous attention to detail.
• Communicates clearly and professionally with colleagues, leadership, and cross-functional teams at all organizational levels.
• Delivers exceptional customer service with a consistently positive and solution-focused attitude.
• Effectively manages competing priorities while maintaining focus and productivity.

Skill Requirements:

• Typing/Computer keyboard
• Utilize computer software (specified above)
• Retrieve and compile information
• Verify data and information
• Organize and prioritize information/tasks
• Verbal communication
• Written communication

Physical Requirements:

• Sitting for extended periods
• Extended periods viewing computer screen
• Walking
• Reading
• Speaking
• Hear/Listen
• Maintain regular, punctual attendance
• Writing

Hazards:

• Normal office environment