ABOUT STRAUMANN

Headquartered in Basel, Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration. Having pioneered many of the most influential technologies and tech-niques in our field, we have a tradition of doing more to advance dental regeneration, restora-tion and replacement, as well as patient care. Straumann partners with passionate people who fit in with the agile dynamics of our size-for-success company. People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people has guided us through our proud history of pioneering innovations.

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.

(This position is about a maternity cover)

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, procedures
• Comfortable 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 team

Requirements needed

Education

• Technical background
• English and Spanish(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