Customer Complaint Specialist

Kelly Services is currently seeking a Customer Complaint Specialist at one of our Global clients in Jacksonville, FL. This role is a full-time, fully benefited position.

This position is eligible for Medical, Dental, 401K and a variety of other benefits to choose from. You’ll also be eligible for paid time off, including holiday, vacation and sick/personal time. Employees also receive annual performance reviews.

Title: Customer Complaint Specialist

Location: Jacksonville (32256), onsite

Pay: open; plus benefits and PTO

Hours: M-F 8 hour day shift,

Duration: Long term contract

Job Position Summary

This position provides contact center support for complaint handling and is responsible for adherence to department procedures, country specific privacy and regulatory guidelines while meeting customer expectations with a focus on overall customer experience and retention.

• Evaluates and resolves product complaints worldwide per JJVC, FDA, ISO, SOX, and other applicable regulatory requirements. Monitors feedback activity using CHS and SAP systems to provide complaint resolution and promote customer satisfaction.
• Documents files accurately.
• Positively interacts with customer, providing education, product and service information and resolution.
• Positions supporting international affiliates require working hours based on coverage required per time zones associated with supported countries, including US holidays.
• May be responsible for actively monitoring workflow and ensuring complaints are closed in accordance with established MD&D and departmental metrics.
• Works in a cooperative and collaborative manner with fellow team members through constructive communication, flexibility, and exhibits a willingness to assist other team members.
• May contribute to cross-functional teams. Interacts effectively with peers and leadership across departments.
• May be responsible for additional administrative and technical tasks, including PO generation and monitoring, IT help desk requests and call center telephony support.
• Adheres to safety and environmental policy and procedures and supports department safety and environmental objectives

• Evaluate, investigate, and resolve complaints as required by GMP regulations and other regulatory requirements.
• Provide documentation of complaints, inquiries, and compliments.
• Facilitator of quality awareness for department and internal customers.
• Perform other related duties as assigned by management.

• Vocational, Certificate, Technical, or Associates
• 2 years customer service/relations experience

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Why Kelly® Engineering/Technology - Project Services?

Looking to work with leading project management organizations at top companies around the world? That’s where we come in. At Kelly Engineering and Kelly Technology, our Project Services Teams create expert talent solutions to solve the world’s most critical challenges. We connect you with opportunities to work on intriguing, innovative, and high-visibility projects-all with a schedule that works for you. Do you prefer the variety and flexibility of short-term projects? Or are looking for a long-term opportunity? Either way, our connections and expertise will help you take your career exactly where you want to go. That’s just good planning.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.