Argen Corporation · 1 day ago
Complaint and Returns Specialist
San Diego, CA, US
Full-time
Onsite
Mid Level
3+ years expArgen Corporation is seeking a Complaint and Returns Specialist responsible for processing daily returns and managing complaint handling activities. This role supports operational efficiency and customer satisfaction by resolving product-related concerns and ensuring compliance with regulatory requirements.
3D PrintingDentalManufacturing
Responsibilities
Primary contact for all customer experience reporting and complaint handling activities related to manufactured products
Receives, documents, investigates, and tracks product complaints in accordance with internal protocols
Initiates and participates in investigations and corrective action arising from product complaints
Collaborates with Sales Team, Support Services, Engineering, Manufacturing, and Quality Assurance departments in investigations
Ensures timely completion of complaint failure investigations and communicates with management and team members to ensure appropriate actions are taken to maintain/restore timeliness goals
Identifies process improvements to enhance complaint management efficiency and compliance
Ensures complaint investigation documentation and records are complete and in compliance with regulatory requirements
Adhere to all relevant standard operating procedures and regulatory requirements including cGMP, ISO 13485, and 21CFR Part 820
Processes customer returns daily utilizing QAD to receive and transfer incoming materials to designated locations
Collaborates with the Quality department to ensure proper communication and thorough analysis of high-risk cases
Reviews record documentation and follow-up activities to ensure accuracy, completeness, and adherence to required timelines
Manages and processes RMA cases through to resolution, ensuring compliance with company policies
Maintains a thorough understanding of required data collection for technical issues, adverse events, and reportable complaints to support regulatory compliance
Provides timely follow-up and status updates to customers and sales representatives regarding open cases
Document and process product returns, including issuing credits upon approval
Respond to customer inquiries regarding return status, credit issuance, and product replacement
Coordinate with Inventory Control (IC) to facilitate product restocking through dock-to-stock or manufacturing rework as needed
Support data collection and analysis for return trends, including Pareto analysis
Processes and sorts returned products efficiently and in accordance with company procedures
Verifies returned products against the associated Return Material Authorization (RMA) case number
Notifies internal support teams of any returned products that are not linked to an RMA
Reconciles returned product quantities within the Enterprise Resource Planning (ERP) system
Proactively communicates with customers regarding outstanding product returns at 30, 60, and 90-day intervals
Provides timely return status updates upon request from internal support teams
Ensures customers receive appropriate credit for returned products, if applicable
Inspects returned products, verifies return reasons for accuracy, and conducts root cause analysis
Sterilizes returned products that may have been in contact with patients to ensure compliance with safety standards
Coordinates restocking of undamaged products to maintain inventory efficiency
Collaborates with the Quality department to assess and analyze high-risk return cases
Utilizes QAD to receive and transfer incoming materials to designated locations
Reviews record documentation and follow-up activities to ensure completeness and adherence to timelines
Closes return cases in compliance with established guidelines and required deadlines
Maintains a thorough understanding of company policies, departmental processes, and associated procedures
Ensures accurate collection and documentation of data related to technical issues, adverse events, and reportable complaints to support regulatory compliance
Other duties as assigned
Qualification
Required
High School diploma or equivalent required
Minimum of 3 years of experience in returns processing, inventory management, or a related field within manufacturing
Strong attention to detail with the ability to identify discrepancies and maintain data accuracy
Strong analytical and critical thinking skills to support investigation and root cause analysis
Basic proficiency in Microsoft Excel, including data entry, sorting, filtering, and basic formulas
Excellent verbal, written, and interpersonal communication skills, with the ability to work across departments
Ability to work effectively as part of a team in a fast-paced environment
Must be able to fulfil the physical requirements of the position, including lifting or moving items up to 50 pounds and standing for extended periods
Ability to learn technical concepts by reading work instructions and standard operating procedures and completing on-the-job training
Preferred
Salesforce experience preferred, particularly for return tracking and case management
QAD experience preferred, with a focus on inventory transactions and reconciliation
Knowledge of cGMP regulations ISO 13485, 21CFR Part 820, CMDR SOR/98-282, 93/42/EEC, RDC 16 2013, MHLW MO 169 and TG(MD)R Sch3 preferred
Company
Argen Corporation
The Argen Corporation is the world’s largest manufacturer of precious dental gold alloys, leader in zirconia manufacturing, and leading innovator of digital dentistry solutions and scrap refining services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Anton Woolf
CEO
Company data provided by crunchbase