3 February 2018

Product Complaint Specialist (Contractor)

This is a 3-month contract role with the potential for extension.
  • Communicates externally via phone and email with staff at drug infusion centers and other key customer sites.
  • Represents the company with the utmost professionalism at all times in this frontline, customer-facing role in order to build and maintain strong customer relationships.
  • Gathers detailed information from customers on variety of product complaints, diligently making follow-up calls or emails as necessary to gather any additional required information.
  • Enters and maintains all information accurately in Excel spreadsheet(s) to enable accurate, auditable case tracking.
  • Liaises with internal stakeholders in multiple functions (e.g., Quality, Supply Chain, Legal, Regulatory, etc.) to convey customer issues, ensure effective coordination and follow-up, and provide timely reimbursements.
  • Identifies emerging complaint patterns or trends, internal delays, or other potentially impactful issues and brings them to the attention of management.
  • Provides regular/ad hoc reporting on the real-time status of cases and case backlog.
  • Provides prompt follow-up to customers as needed to “close the loop”, inform customers of planned resolution, and maintain excellent customer service.
  • Maintains high level of confidentiality when handling sensitive information during the execution of departmental objectives.
  • May provide related clerical duties to include, but not limited to, copying, faxing, mailing, filing, etc.
  • Performs other departmental duties as assigned.

High school diploma or certification required; associate’s or bachelor’s degree preferred

  • Minimum of 2 years of experience in a customer service role or administrative role that provided strong customer relations experience
  • Complaints processing experience and/or experience in the pharmaceutical industry is strongly preferred
  • Knowledge of principles and practices of organization, planning, records management and general administration
  • Proven ability to prioritize work assignments
  • Strong communication skills, verbal and written
  • Excellent interpersonal skills, including customer relations (both internal and external customers)
  • Excellent organizational and time management skills
  • Diligent follow-up skills and exceptional attention to detail
  • Ability to work independently with limited guidance and direction
  • Good analytical and problem-solving skills
  • Competency in MS Office and particularly in Excel
  • Ability to operate standard office equipment, including but not limited to, computers, telephone systems, copiers and fax machines
  • Ability to sit or stand for long periods of time
  • Manual dexterity required to operate office equipment, i.e. computers, phones, copy machine/printer
  • Ability to carry, handle and reach for objects
  • Ability to lift and pull up to 15 pounds.