Customer Safety Specialist

Department: Customer Service

Employment Type: Full Time

Location: Remote

Description

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage.

The Customer Safety Specialist serves as a critical control point within the organization, ensuring the accurate intake, documentation, tracking, reconciliation, and reporting of all Adverse Events, Customer Complaint Forms (CCFs), and counterfeit product inquiries received by Customer Service. This role operates at the intersection of Customer Service (CS), Medical Affairs and Quality Assurance (QA), ensuring customer safety and satisfaction, regulatory compliance, data integrity, and timely submission of safety-related documentation within required 24-hour timelines. 

The Customer Safety Specialist is a key compliance safeguard within the organization. This position directly protects customers, supports regulatory obligations, and mitigates organizational risk. Accuracy, timeliness, and disciplined follow-through in this role are essential to maintaining brand integrity, regulatory compliance, and customer trust. 

The position requires exceptional attention to detail, strong cross-functional communication skills, and disciplined follow-through to ensure every case is tracked through final resolution and aligned with internal SOPs and external regulatory reporting. 

RESPONSIBILITIES

Adverse Event Management 

• Intake, document, and submit all Adverse Events, to Safety Call within 24 hours of receipt, submitted via email, phone, and chat. 
• Monitor NPS, Yopto and Thorne Social team to capture online customer feedback. 
• Ensure complete, accurate, and compliant documentation per internal SOPs and regulatory standards. 
• Maintain real-time tracking of all submission cases in the system until fully resolved and closed, and reconcile all submitted adverse events with Medical Affairs records to ensure 100% alignment. 
• Identify and escalate urgent or high-risk cases, such as suspected serious adverse events immediately per established protocols. 
• Works closely with Medical Affairs to ensure accuracy, empathy, and expedience in response to customer concerns for health-related events. 
• Monitor trends and flag recurring product or process issues 

 Customer Complaint Forms (CCFs) 

• Manage intake and documentation of all CCFs. 
• Ensure timely filing and submission within required 24-hour standards. 
• Maintain accurate tracking of open vs. closed complaints. 
• Partner with QA to confirm investigation status and closure documentation. 
• Monitor trends and flag recurring product or process issues. 

Counterfeit Product Inquiries 

• Manage and document all counterfeit product reports and inquiries. 
• Coordinate with QA and appropriate internal stakeholders for investigation. 
• Ensure accurate case tracking and timely follow-up. 
• Maintain organized documentation for potential legal or compliance review. 

Reporting & Reconciliation 

• Track and reconcile all cases (Adverse Events, CCFs, Counterfeit inquiries) weekly. 
• Ensure system records align exactly with submissions to QA and Medical Affairs. 
• Maintain dashboards or reporting tools that reflect real-time case status and volume trends. 
• Provide: 
  • Weekly updates to QA during standing meetings. 
  • Weekly summary reports to the Senior Director of Customer Service. 
  • Monthly consolidated reports including trends, volume metrics, aging reports, and risk flags. 

Cross-Functional Collaboration 

• Host or participate in weekly meetings and the Customer Complaint meeting with QA to review open cases, discrepancies, and trends. 
• Communicate effectively with Customer Service, QA, Medical Affairs, Regulatory, Operations, and Leadership. 

Compliance & Process Integrity 

• Ensure all documentation meets internal SOP and regulatory requirements. 
• Identify process gaps and recommend improvements to strengthen compliance and efficiency.
• Support internal audits and regulatory inspections as needed. 

Performance Expectations 
Success in thi