About us Straumann is synonymous with premium Swiss quality, precision and innovation that brings confidence to dentistry, backed by the world's largest scientific network. As a global leader in implant dentistry, we offer cutting-edge innovations that are considered industry benchmarks and disruptive technological breakthroughs, backed by long-term scientific evidence.
We push the boundaries to enable the next generation of dental care.
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 team Requirements needed Education Technical backgroundEnglish (spoken and written), Portugese is advantageousVery good MS office knowledge (Word, Excel, Outlook, etc.)Experience with SAP ERP and CRM is a plusDental or dental technicial background is a plus Experience Knowledge / experience in regulated industry advantageous
