Purpose and Accountabilities:

• Addresses, processes, and reviews suspect Adverse Event (AE) and Technical Product Complaint (TPC) related customer service tasks (RAN, Invoice Track requests, credits, GBS/SAP, product pickup, replacements and credits) as requested.
• Performs tasks include but are not limited to: processing of customer reimbursements, legal releases, arranging for product returns,  assuring proper customer credits, and managing team email in boxes and associated documentation.
• Research pertinent topics, run queries, and prepare reports as requested by the Manager. Participate in call analysis and report trends or issues involving product usage. Perform additional duties as assigned.
• Effectively & Efficiently communicates with both internal and external customers including: the Client's customers waiting for reimbursements/credits, VeTS, Distributors, Third Party Vendors, Pharmacovigilance, Quality Assurance, Warehouse, Field Sales and Customer Care.
• Oversees development and maintenance of department Business Processes for the tasks they are responsible for.
• Supports department in daily activities as well as works collaboratively in order to deliver to milestones, KPIs and objectives.
• Performs all Company business in accordance with all regulations (e.g., EEO, FDA, etc.) and Company policy and procedures.
• When violations are noted/observed they are to be immediately reported to management.
• Demonstrates high ethical and professional standards with all business contacts in order to maintain the Client's excellent reputation within the animal health community and internally.
• Must be able to understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling Compliance requirements.

Skills:    

• This position requires someone with a strong customer service background, experience working in validated systems and a commitment to excellence.
• Must understand the balance of providing customer service in a regulatory compliance environment to ensure strict adherence to all principles of good product stewardship.
• Basic knowledge working with Microsoft Office products and databases.
• Basic knowledge in SAP validated databases preferred.
• Must have good organization and time management skills.
• Attention to detail, quality focused and strong technical and problem solving skills.
• Strong oral and written communication skills and an ability to operate effectively in a team environment.
• Ability to work independently, under pressure, demonstrating initiative, emotional self control and flexibility.
• Must possess a basic understanding of basic veterinary practice issues and procedures.
• Must understand the balance of providing excellent low effort customer service in a regulatory compliance environment.
• Ability to manage conflict and to balance business needs with user friendliness.