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Complaints Specialist - Pharma

Newark Metro Area, NJ

Posted: 11/05/2019 Job Type: Scientific Job Number: JN -112019-25926

Job Description

The Product Complaint Specialist provides customer service support focused on resolving product-related issues or complaints. The incumbent liaises both internally and externally to ensure timely follow-up on reimbursements or other solutions.


KEY RESPONSIBILITIES

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.


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