The CustomerRelations Analyst (CRA) is responsible for the management of customer product complaints and inquiries in a timely and efficient manner. The CRA will liaise with Quality Assurance (QA), Medical Information Team, Marketing or Sales Teams.
The CRA receives temperature excursion assessment requests from customers or 3PL (direct shipments) and assigns them to QA. Upon completion of assessment by the QA team the CRA communicates the product disposition to the customers. Additionally, he/she supports QA in obtaining follow-up information from customers.
The CRA also coordinates compassionate/special customer requests with marketing.
Main responsibilities:
- Manage customer inquiries and complaints via e-mail, fax and telephone communication in a professional manner.
- Assure adverse events are reported to the Pharmacovigilance team in accordance with Policies and Procedures.
- Assure quality complaints on AbbVie products are reported.
- Receives medical questions and routes the requests to medical department.
- Receives temperature excursion assessment requests, evaluates if it is a direct AbbVie Shipment or an excursion at Customer level. Follows established procedure based on incident.
- Update various statistical reports required for monthly KPI reporting.
- Respond to calls from a call center queue quickly and efficiently.
- Continually challenges key customer processes to introduce new efficiencies and improve value and customer service levels.
- Communicates key customer complaints, trending data and issue resolution to manager.
- Escalates high impact and timely sensitive complaints as needed.
- Adheres to department documents, policies and procedures, by ensuring that required training and/or documentation is completed, correct revisions are in use, policies and procedures are understood, and training records are maintained and controlled according to validated procedures.
Requirements:
- 2 year CEGEP degree in Business or related field.
- 2-3 years of Customer Relations experience preferably in the pharmaceutical or healthcare industry.
- Excellent Customer Relations skills and ability to write and express ideas clearly; plan and prioritize work. Must have a good judgment and be able to take critical decisions quickly.
- Excellent phone skills; must be comfortable speaking with health care professionals and sometimes directly to patients. The ability to demonstrate empathy is important.
- Capable of multitasking and work well under pressure.
- Strong team player, comfortable in a matrix work environment.
- Proficient with Microsoft Suite, including basic Excel.
AbbVie aims to offer a French-speaking workplace in Quebec and has made efforts to limit English requirements. However, advanced English skills are essential for this role because the position involves working with English-speaking employees, clients, and regions outside Quebec.
AbbVie is an equal prospect employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer / Veterans / Disabled.