Customer Service Representative

Customer Relations Coordinator

The Customer Relations Coordinator serves as a Customer Service Representative and Sample Control specialist, supporting centralized customer complaint intake, coordination, and resolution while managing incoming and outgoing product samples. Positioned within the Customer Service function with Quality oversight, this role ensures compliant, independent complaint handling aligned with GMP requirements. The coordinator acts as the primary point of contact for customer complaints, ensuring accurate documentation, timely resolution, full traceability, and effective collaboration across internal teams. In addition, the role supports Quality initiatives through structured data collection and sample management, enabling complaint trending, root cause analysis, and continuous improvement in a regulated manufacturing environment.

Responsibilities

• Serve as the primary point of contact for customer complaints, providing professional, timely, and courteous customer service.
• Intake, document, and track customer complaints accurately, ensuring full traceability from initial report through resolution.
• Coordinate complaint resolution activities across internal teams, including Quality, Operations, and Manufacturing, to drive timely and effective outcomes.
• Maintain compliant complaint handling processes aligned with GMP and other regulatory or quality requirements.
• Manage incoming and outgoing product samples, including receipt, labeling, storage, and shipment, in accordance with established procedures.
• Support Quality initiatives through structured data collection, sample management, and documentation to enable complaint trending and reporting.
• Assist in root cause analysis activities by providing accurate complaint data, sample information, and supporting documentation to Quality and Operations teams.
• Use Microsoft Office tools, particularly Excel, and data tracking systems to log, monitor, and report on complaints and sample status.
• Organize and prioritize multiple tasks and deadlines, ensuring that complaint investigations and sample handling are completed within required timeframes.
• Collaborate cross-functionally with Quality, Operations, and Manufacturing teams in a regulated environment to support continuous improvement efforts.
• Ensure all documentation related to complaints, samples, and quality events is complete, accurate, and compliant with internal procedures and regulatory expectations.
• Handle physical product samples, including occasional lifting and use of lab or sample-handling equipment, while maintaining proper controls and records.
• Contribute to a culture of quality, compliance, and customer satisfaction by following established processes and identifying opportunities for process improvement.

Essential Skills

• At least 3+ years of customer service experience in a corporate, retail, or similar customer-facing role.
• Prior experience working in a regulated environment such as GMP, FDA-regulated, or quality-driven manufacturing.
• Ability to accurately document customer complaints and maintain traceability throughout the complaint lifecycle.
• Strong organizational skills with the ability to manage multiple tasks, priorities, and deadlines effectively.
• Proficiency with Microsoft Office, especially Excel, and familiarity with data tracking systems.
• Strong written and verbal communication skills for clear interaction with customers and internal teams.
• Ability to work effectively in cross-functional, regulated environments alongside Quality, Operations, and Manufacturing.
• Comfort working with physical product samples and related documentation.
• Detail-oriented mindset with a strong focus on compliance, accuracy, and quality.

Additional Skills & Qualifications

• Associate's degree preferred or equivalent work experience.
• Experience handling product complaints or quality events in a regulated or manufacturing setting.
• Exposure to sample management, logistics, or inventory tracking processes.
• Familiarity with quality systems, complaint trending, and reporting tools.
• Experience working cross-functionally with Quality, Operations, or Manufacturing teams in GMP or FDA-regulated environments.
• Ability to support root cause analysis and continuous improvement initiatives through structured data collection and documentation.

Work Environment

This is a fully onsite role based in a manufacturing and warehouse setting with a consistent MondayFriday schedule from 8:00 AM to 5:00 PM, supporting strong work-life balance. The position involves a combination of office-based documentation work and hands-on sample coordination in lab or sample-handling areas. Team members may experience periods of standing, occasional lifting of up to 25 lbs, and regular use of lab or sample-handling equipment. The environment is regulated and quality-driven, offering exposure to Quality operations and cross-functional collaboration. Employees benefit from comprehensive health coverage, dental and vision benefits, disability coverage, life insurance, retirement plan contributions, and a generous paid time off program, including vacation, sick days, and personal days, all within a stable and supportive workplace focused on product quality and customer satisfaction.

Job Type & Location

This is a Permanent position based out of Pompano Beach, FL.

Pay and Benefits

The pay range for this position is $55000.00 - $65000.00/yr.

100% Medical for employee and 75% for their family 100 % Dental Insurance for employee and 75% for their family 75% Vision for employee and family 401K match up to 5% 100% Short Term Disability Insurance 100% Long Term Disability Insurance $10,000 Life Insurance 80 hours paid vacations per year 12 paid holidays per year 3 paid sick days per year 2 paid personal days per year

Workplace Type

This is a fully onsite position in Pompano Beach, FL.

Application Deadline

This position is anticipated to close on Jul 10, 2026.