Office Assistant

About the role

We are seeking a Customer Relations Coordinator to serve as the primary point of contact for all customer communications, managing the end-to-end intake, documentation, coordination, and resolution of customer complaints and product returns. This role operates within the Customer Service function under Quality oversight to ensure independence in complaint handling while maintaining compliance with GMP requirements. The position is accountable for accurate documentation, full case file traceability, and effective cross-functional coordination to drive timely complaint closure. Beyond direct customer interaction, this role provides essential administrative and operational support, including sample intake and inventory management, document filing, metrics tracking, and general departmental administration.

Responsibilities

• Serve as the primary point of contact for all customer communications, providing timely acknowledgment, status updates, and resolution follow-up.
• Receive, log, and categorize all customer communications in a standardized complaint management system, ensuring accurate capture of all required fields.
• Create and maintain a customer contact database, ensuring accuracy of customer accounts, key contacts, phone numbers, and communication preferences; compile periodic summaries of complaint and return activity by customer account to identify high-frequency complainants.
• Maintain the library of approved customer communication templates and response scripts, flagging outdated content to the manager for revision.
• Perform initial triage of complaints, assessing issue type and potential safety and regulatory significance in order to assign priority levels and route accordingly.
• Conduct all necessary customer replacements, including the form submission, testing, packaging, shipping, and tracking of the replacement.
• Liaise with package carriers on deliveries, track inbound shipments, resolve delivery discrepancies, and document carrier-related issues.
• Cook up all necessary product returns from customers, producing return labels and reconciling received returns against open complaints.
• Maintain the library of product quality reference materials and filing systems, ensuring documents are properly organized and retrievable.
• Gather raw complaint data inputs for Quality metrics dashboards on a daily basis.

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum of 2 years of experience in customer service or a related field.
• Strong organizational and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Experience with complaint management systems and CRM tools.

Benefits

• Competitive salary range of $55,000 - $65,000 annually.
• Flexible work schedule with the option to work remotely.
• Health insurance benefits.
• 401(k) retirement plan with company match.
• Professional development opportunities.

Pay

• $55,000 - $65,000 annually

Schedule

• Full-time, permanent position.