Consumer Complaint Coordinator

Who We Are - MANSCAPED® is a leading men’s grooming and lifestyle consumer brand on a mission to introduce and elevate a whole new self-care routine for men. What began as the category creator of below-the-waist grooming has quickly evolved into a global omnichannel powerhouse available around the world on manscaped.com, Amazon, and in major retailers including Target®, Walmart, and Best Buy. As a company, we’re more than just ball jokes (though, rest assured, there’s plenty of those). We proudly uphold seven core values – accountability, authenticity, collaboration, fun, humility, inclusivity, and innovation – which define our brand identity and drive our success. As a people-centric employer brand, we are deeply committed to fostering the growth, happiness, and holistic well-being of each individual on our team.

Who We’re Looking For - Reporting to the Global Supplier Quality Manager, we are seeking Consumer Complaint Coordinatorto manage our system, ensure timely responses to complaints, maintain logs, coordinate investigations with our Co-Manufacturer, prepare reports, and assist with newsletters. Ideal candidates have excellent communication skills, computer proficiency, and attention to detail. They may also contribute to audits.

Keys to Success - As a member of the Quality & Regulatory team, success will be measured based on three key actions. 1) Doing your job; setting and meeting appropriate goals that ladder up to the long-term Company vision and the short-term Company targets. You are expected to align on these goals with your manager, and then deliver on them. 2) Doing Your Job, the Right Way; At MANSCAPED® we strive to be ideal team players. That means striving to live up to the Humble, Hard Working & Smart framework. 3) Engaging (in both directions) with Radical Candor in a way that seeks to improve the performance of yourself and the team around you.

Responsibilities:

• Maintain Consumer Complaint system ensuring proper investigation and follow-up
• Ensures a timely response to any received Adverse product complaint
• Establishes and maintains the complaint log and complaint files of Adverse product complaints to guarantee accuracy across platforms
• Assist in the development and maintenance of the complaint handling process
• Coordinate, follow-up, and approve each complaint investigation completed by the Co-Manufacturer
• Prepare monthly customer complaint reports for Co-Manufacturer KPI reports and internal share-out
• Assist with the Monthly Q&R Newsletter
• Train and assist team members in the proper handling and communication of consumer product complaints
• Be trained and qualified as an internal and external audit team member and participate in routine company audits
• Other duties as required

Qualifications:

• Associate’s degree or Bachelor's degree in Business, Arts, or similar preferred
• 1+ years of experience in a customer experience or coordinator role, preferably within a consumer goods company
• Knowledge in quality assurance and Consumer Complaint handling in a manufacturing or service organization preferred
• Knowledge of FDA MoCRA Adverse Event Requirements preferred
• Excellent verbal and written communication skills
• Computer proficiency in Microsoft Office Word and Excel
• Demonstrates thorough attention to detail

MANSCAPED® Benefits

• 20 Vacation Days
• 40 Hours Paid Sick Leave
• Paid Mental Health Days
• 9 Paid Holidays
• Pet Insurance
• Life AD&D + LTD Coverage
• Medical, Dental, Vision, HSA + FSA
• Employee 401(K) Plan with Company Match
• Monthly Utility Allowance
• Employee Discount