AbbVie Customer Relations Analyst in St. Laurent, Canada
The Customer Relations Analyst is responsible for the management of responses to customer complaints in a timely and efficient manner. By liaising with Quality Assurance, Medical Information Team, Marketing or Sales Teams, the CRA ensures adverse events reporting.
The CRA receives temperature excursion assessment requests from customers or 3PL and assigns QA and communicates to customers (if need be). He/she supports QA in obtaining follow up information from customers.
The CRA also coordinates compassionate/special customer requests with marketing.
Main responsibilities include:
Manage customer inquiries and complaints via e-mail, fax and telephone communication in a professional manner. Assures adverse events are reported to the medical department in accordance with Policies and Procedures Assures quality complaints on AbbVie products are reported Screens and enters medical requests in the Seibel system, (CRM system) and routes the requests to medical department. Update various statistical reports required for monthly KPI reporting Respond to calls 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. Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information, assuring efficient billing and maintenance of all related paperwork. Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to, and training records are maintained and controlled according to validated procedures.
AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.
2 year CEGEP degree in Business or related field 2-3 years of Customer Relations experience preferably in the pharmaceutical or healthcare industry. Excellent communication skills; must be fluent in French and English, oral and written. 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 Knowledge of Seibel is an asset.
Job Classification: Experienced
Primary Location: Canada-Quebec-St. Laurent
Req ID: 1607534