Analyst I, Customer Complaints

Analyst I, Customer Complaints

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Manager Complaint Vigilance

Location:

North America, Canada, Ontario, Guelph

Work Location:

Hybrid

What you will do

The Analyst I is responsible for assisting in the assessment and investigation of product complaints, coordinating with various departments to ensure effective corrective actions, and supporting regulatory submissions and reporting related to adverse events. You will also track corrective action effectiveness and respond to basic customer inquiries:

Key Responsibilities

• Conduct initial assessment and identification of complaints in alignment with the product quality complaint program. This may include, but is not limited to, review of complaints to verify customer verbatim, lot number, subject coding, and trend analysis.
• Review and process Monitored for Trend (MFT), change logs from the call center and medical safety to assess impact on triage and investigation process.
• Evaluate field samples and/or photo attachments and analyze complaint data related to product quality issues to ensure timely processing of complaint investigations.
• Analyze complaint data for timely processing and investigation of complaints related to product quality issues.
• Review and process updated information for complaint change logs from the call center and medical safety to assess impact on triage and investigation process. · Assignment of complaints to manufacturing site, review of manufacturing site investigation and complaint closure as applicable
• Collaborate with cross-functional teams such as Global Consumer Care, Medical Safety Internal affiliates and External site representatives to address and resolve complaints efficiently.
• Monitor complaint records in the complaint management system to ensure standard process is being followed and complaints are closed as required.
• Prepare reports as requested in support of internal and external audits as needed.
• Compiles product and lot-specific complaint trending data and complaint closure metrics as requested.
• Assist with global and regional projects within the department, communicate effectively with all levels of management.

What we are looking for

Required Qualifications

• Bachelor’s degree in pharmacy, science, engineering or related field

• A minimum of 1+ years of related experience including Quality Assurance and/or Quality Control, including experience working in pharmaceutical, medical devices or other related or highly regulated industry

• Strong analytical mindset with the ability to interpret complex data and identify patterns.

• Excellent communication skills to effectively document findings, coordinate with multiple departments, and respond to customer inquiries.

• Keen attention to detail and a proactive approach to problem-solving.

Desired Qualifications

• Proficiency in Microsoft Office Suite, with advanced skills in Excel including v-lookups, h-lookups, macros, and pivot tables, and PowerPoint.
• Proficiency in data management tools and basic statistical software to support complaint evaluation.
• Strong analytical skills with experience in interpreting syndicated data and generating actionable reports.
• Ability to effectively use computer systems and applications to manage data and support complaint investigations.
• Demonstrated ability to adapt quickly and learn new regulatory frameworks and industry standards.
• Detail-oriented with a focus on accuracy and completeness in documentation and reporting.

What’s in it for you

Annual base salary for new hires in this position ranges:$53,000.00 - $86,135.00

This takes into account a number of factors including work location, the candidate’s skills, experience, education level & other job-related factors.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Kenvue incorporates Artificial Intelligence into our recruitment process to enhance job postings and streamline the sorting and screening of applications, helping attract a qualified candidate pool. Our experienced team will review and select the top applicants, ensuring that human judgment guides our hiring decisions.  For more information, please refer to our Careers Privacy Policy.

Vacancy: This job posting is for an existing, currently vacant position.