Customer Relations Coordinator

Job Description

Job Description

The Customer Relations Coordinator is responsible for serving as the primary point of contact for all customer communications, managing the end-to-end intake, documentation, coordination, and resolution of customer complaints and product returns. This role operates within the Customer Service function under Quality oversight to ensure independence in complaint handling while maintaining compliance with GMP requirements. The position is accountable for accurate documentation, full case file traceability, and effective cross-functional coordination to drive timely complaint closure. Beyond direct customer interaction, this role provides essential

administrative and operational support, including sample intake and inventory management, document filing, metrics tracking, and general departmental administration. The ideal candidate is highly organized, detail-oriented, and thrives in a structured, process-driven environment.

** Qualifications **

• Highschool diploma and 2+ years in customer service required; ideally in a regulated industry (pharma, food & beverage, medical devices, cosmetics, manufacturing, etc.)

• Experience in GMP, FDA regulated, or quality-driven environments preferred

• Bilingual English – Spanish a plus

• Proficiency in Microsoft Office/Excel and data tracking systems

• Data entry and recordkeeping proficiency with a low error rate

** Responsibilities **

• Customer Service & Complaint Management

- Serve as the primary point of contact for all customer communications, providing timely

acknowledgment, status updates, and resolution follow-up.

- Receive, log, and categorize all customer communications in a standardized complaint management system, ensuring accurate capture of all required fields.

- Create and maintain a customer contact database, ensuring accuracy of customer accounts, key

contacts, phone numbers, and communication preferences; compile periodic summaries of complaint and return activity by customer account to identify high-frequency complainants.

- Maintain the library of approved customer communication templates and response scripts, flagging outdated content to the manager for revision.

- Perform initial triage of complaints, assessing issue type and potential safety and regulatory

significance in order to assign priority levels and route accordingly.

- Conduct all necessary customer replacements, including the form submission, testing, packaging, shipping, and tracking of the replacement.

- Liaise with package carriers on deliveries, track inbound shipments, resolve delivery discrepancies, and document carrier-related issues.

- Coordinate, log, and organize all product returns from customers, producing return labels and

reconciling received returns against open complaints.

- Support investigations upon product returns by conducting functional and comparative testing on returned samples, compiling relevant lot history and associated complaint data, and generating

structured summary reports on findings for manager review and Quality disposition.

• Sample Maintenance

- Receive all incoming factory samples at the point of delivery, verifying internal contents against

accompanying packing slips; log each sample into the tracking system capturing all required data

fields, and create and affix labels to establish unambiguous sample traceability.

- Segregate and organize samples by category and priority; maintain an organized, up-to-date physical inventory of all samples in storage, conducting periodic reconciliations between physical inventory and the system log; prepare samples for Quality review upon request and coordinate destruction of older samples to keep storage current and organized.

• Documentation & Administrative Support

- Support the manager in maintaining the organization's document control infrastructure by assisting with filing, organization, and retrieval of related records, ensuring all remain traceable, accurately organized, and audit-ready at all times.

- Maintain the library of product quality reference materials and filing systems, ensuring documents are properly organized and retrievable.

- Gather raw complaint data inputs for Quality metrics dashboards on a defined schedule and populate reporting templates for manager review.

Company Description

Life Wear Technologies Group, Inc. is a leading supplier of innovative sports medicine products, offering both branded and private label solutions for retail and wholesale partners. Its portfolio features well-known brands such as CleanPrene, CryoMAX, ArcticMAX, MySplint, Flex Aid, and Cara, along with a broad range of custom offerings. Products are available through major national and regional retailers and wholesalers, delivering advanced pain relief and high performance across categories. The company focuses on leveraging cutting-edge technology to create high-quality external pain relief and support solutions, earning multiple industry awards for innovation and excellence. By prioritizing customer satisfaction, performance-driven design, and strong partner relationships, Life Wear Technologies continues to set standards in the sports medicine and pain relief industries.

Company Description

Life Wear Technologies Group, Inc. is a leading supplier of innovative sports medicine products, offering both branded and private label solutions for retail and wholesale partners. Its portfolio features well-known brands such as CleanPrene, CryoMAX, ArcticMAX, MySplint, Flex Aid, and Cara, along with a broad range of custom offerings. Products are available through major national and regional retailers and wholesalers, delivering advanced pain relief and high performance across categories. The company focuses on leveraging cutting-edge technology to create high-quality external pain relief and support solutions, earning multiple industry awards for innovation and excellence. By prioritizing customer satisfaction, performance-driven design, and strong partner relationships, Life Wear Technologies continues to set standards in the sports medicine and pain relief industries.