Complaints & Consumer Affairs Coordinator

Join our Engineering Team at Helen of Troy as our Complaints & Consumer Affairs Coordinator (hybrid work onsite and from home), and make an immediate impact on our trusted brands, including our 9 leadership brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar. Together, we build innovative and useful products that elevate people's lives everywhere every day!

Look around your home, and you'll find us everywhere:

In your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Work Location - Marlborough, MA

What you will be doing:

Complaint Management (Classifying, Reporting and Investigation management)

• Review all customer calls that are received as potential complaints. Analyze each to identify if: They qualify for adverse event reporting in each of the various global regions, they need a complaint investigation and, they need a potential Field Action D and if they can be identified as a potential CAPA.
• Report any necessary complaints to the respective regulatory agencies such as MDR in the US. Coordinate any reporting that is required to be done in EU, Canada, and AP with the regulatory managers in those regions. Analyze over 2000 complaints annually and reports approximately 80 to 100 complaints per year. This also includes CPSC related no- medical complaints.
• Manage the complaint investigation by driving and maintaining the individual complaint files for those complaints that need an investigation. Ensure that trend reviews, returns review and any other investigations are completed, the complaint product is received and investigated through the complaint lab and the complaint is closed after investigation. Perform RMA requests to get the product back for investigation and ensure that all complaint related documentation is complete.
• Support any product liability investigations by providing data and support for such requests. Support recalls, management reviews and supplier actions on issues related to complaint handling and investigations.

Federal and State /EPA Registrations and Labeling Review

• Responsible for the key function of federal and state registrations as well as any labeling review for such registrations.
• Annual FDA establishment registrations and device listings to maintain our status with the FDA for all our medical devices. Also handle all the EPA and state registrations to ensure all the pesticide devices and pesticide products are in compliance with EPA and state requirements. Ensure that any other registrations related to water filtration PUR are completed in a timely manner.
• Maintain all the Safety Data Sheets as well as any other materials related activities.

Audit Support

• Play a key role in supporting any audits such as FDA, ISO, and other third-party audits. Support any internal audits. All support activities are related to complaints management, CAPA management and compliance related matters.
• Assist department with administrative and other vital tasks.

Skills needed to be successful in this role:

• Excellent customer orientation skills
• Good organization skills
• An effective teammate
• Self-Starter requiring minimal direction
• Possess resilience and tenacity to get critical compliance issues followed through and completed with minimal direction
• Diplomatic and sensitive to other functional area concerns and teams

Minimum Qualifications:

• High School Degree or GED
• 5+ years' proven experience in a call center for consumer products company or equivalent experience
• Understanding of the Consumer Calls process and the Oracle application
• Understanding of Medical Device and Consumer Device Complaints, Reporting Requirements, Corrective and Preventative Actions and Complaint Investigations
• Knowledgeable of Consumer Affairs workflow and activities
• Proficient with all state and federal registration requirements for medical devices and other consumer products
• Authorized to work in the United States on a full-time basis

Preferred Qualifications:

• Bachelors Degree
• RAPS, ASQ Certifications

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

#LI-DNI

For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.

We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Osprey®, Honeywell®, PUR®, Braun®, Vicks®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.