About Straumann The Straumann Group unites global reach, experience and innovation with passion and acommitmentfor uncompromising quality, making enhanced dental healthcare available and accessible to customers and patients around the globe. The group unites global and international brands that stand for excellence, innovation, and quality, including Straumann, Neodent, Anthogyr, Medentika, ClearCorrect, Dental Wings and other fully- or partly owned companies and partners. Job Purpose The Complaint Handling Specialist ensures the prompt and accurate distribution of customer complaints to the appropriate manufacturers. This position ants as the central point of receiving and distribution of complaints from around the world to headquarters. Main Tasks and Responsibilities Check received complaints for completeness and accuracy.Receive complaints from around the world, sort, and ship products/documents to the correct manufacturer.Process the complaint within the given deadline.Perform data entry in CRM to accurately track complaints and ensure they are addressed in a timely manner.Maintain high levels of attention to detail and organization throughout the complaint-handling process.Archive complaints appropriately for future reference and auditing.Timely escalate any issues or concerns that arise to ensure swift resolution and continuous process improvement.Ensure that all relevant information, including submitted products, is scanned or photographed into the database for examination and processing by HQ.Respond immediately to the requests of the HQ, ensuring prompt communication and action on urgent issues.Conduct additional assessments as required by HQ, which may include fit tests, acquiring additional images, and other diagnostic activities to support thorough investigation and resolution.Manage and oversee the work of students or support staff in conducting scanning and other simple administrative tasks, ensuring quality and efficiency.Train and guide students or support staff in their roles, promoting adherence to compliance standards and procedures.Personal Attributes Excellent prioritization skills, with the ability to manage multiple tasks efficiently and effectively.Strong attention to detail, ensuring all aspects of complaint-handling steps are addressed with accuracy and thoroughness.A compliance mindset, and a commitment to company policies, proceduresComfortable working under a manager who is based in another country, with the ability to maintain clear and effective remote communication.Ability to work independently with minimal supervision, as well as part of a teamRequirements needed Education Technical background English (spoken and written)Very good MS office knowledge (Word, Excel, Outlook, etc.)Experience with SAP ERP and CRM is a plus Dental or dental technicial background is a plus Experience Knowledge / experience in regulated industry advantageous
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