Job Title:  Consumer Complaints Specialist

No Relocation Assistance Offered
Job Number #164742 - Sanford, Maine, United States

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.
 

Tom’s of Maine products – including toothpaste, deodorant, mouthwash, bar soap and toothbrushes – are sold across the United States and Canada.  And, because we are so committed to giving back, we donate 10% of our profits to charitable organizations, and our employees can use 5% of their paid time volunteering for causes they are passionate about!

The Consumer Complaint Specialist is responsible for handling, investigating, and resolving consumer complaints, with a specific focus on ensuring compliance with FDA regulations. This role requires an Engineering background to effectively analyze manufacturing issues, collaborate with technical teams, and conduct root cause analyses to enhance product safety and consumer satisfaction.

Responsibilities Include:

• Investigation of Consumer Complaints:
  • Collaborate with cross-functional teams including Engineering, Quality Assurance, and Production to investigate and resolve complaints effectively.
  • Drive the identification and implementation of corrective actions to prevent future occurrences.
  • Escalate complex or unresolved technical complaints as necessary.
• Regulatory Compliance:
  • Ensure all complaint handling and investigation processes comply with FDA regulations and guidelines.
  • Maintain thorough and accurate records to support regulatory reporting requirements.
  • Prepare and submit investigation reports in the consumer complaint system.
• Technical Analysis and Reporting:
  • Conduct detailed technical analyses to determine the root cause of product issues.
  • Prepare investigation reports on complaint trends, root causes, and resolution effectiveness for management review.
• Continuous Improvement:
  • Identify opportunities for process improvements based on complaint data and root cause analysis.
  • Provide training and technical support to other team members on effective complaint investigation techniques, including regulatory compliance.

Required Qualifications:

• Bachelor’s Degree in Mechanical or Chemical Engineering or related discipline
• Strong technical and problem-solving skills.
• Ability to analyze technical issues and recommend practical solutions.
• Capability to convey technical information clearly and concisely to non-technical stakeholders.
• Detail-oriented and able to work independently.

Preferred Qualifications:

• Prior experience (internship or 1 year) in a manufacturing plant operating in a Food or Drug / GMP environment.
• Experience implementing root cause analyses.
• Prior experience with or working knowledge of Quality Management Systems, i.e. ETQ
• Familiarity with Google Suite, i.e. Docs, Sheets, Slides
• Prior experience with SAP.
• Ability to adapt to and navigate a matrixed organization.

Compensation and Benefits
Salary Range $66.000,00 - $75.000,00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

For additional Colgate terms and conditions, please click here.

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