Consumer Relations Quality Coordinator - Columbus, OH

Abbott • Columbus, OH

2d • $55,300 - $110,700 • Onsite

About The Position

The Consumer Relations Quality Coordinator serves as the Voice of the Consumer for Abbott Nutrition, delivering exceptional consumer experiences, resolving product complaints, ensuring regulatory compliance, and protecting brand reputation through effective risk management and cross-functional collaboration. This role requires delivering a high-quality consumer experience by applying expertise in Abbott Nutrition products, nutrition fundamentals, manufacturing processes, and marketing programs while gathering and documenting accurate information through effective communication across multiple contact channels. The coordinator will manage product complaints from consumers, customers, healthcare professionals, and FSF representatives by documenting, investigating, escalating, and coordinating resolutions in compliance with quality and regulatory requirements. They will partner with Quality Assurance, Medical Safety & Surveillance, and other cross-functional teams to communicate investigation outcomes, identify trends, support consumer resolutions, mitigate risk, and drive continuous improvement initiatives. The role also involves promoting brand loyalty and consumer satisfaction while adhering to company guidelines and ethical standards, applying sound judgment to ensure compliance with FDA regulations, PCI requirements, company policies, SOPs, and best practices to balance consumer needs, business risks, and Abbott Nutrition's reputation. Additionally, the coordinator will utilize consumer engagement and quality systems, including Five9, TrackWise, Salesforce, chat, and social media platforms, to manage interactions, investigate complaints, analyze trends, and support reporting activities. Support is also provided in handling metabolic emergencies, product actions, recalls, media events, and other crisis situations, including participation in a rotating 24/7/365 on-call schedule. The Consumer Relations Quality Coordinator is a key influencer of consumer and customer loyalty by ensuring accurate complaint resolution, documentation, and collaboration with Quality Assurance, Medical Safety & Surveillance, and Corporate Risk Management to support regulatory compliance and risk mitigation. Support is provided during evenings, weekends, holidays, and crisis situations as needed, recognizing that inaccurate information or improper complaint handling may result in regulatory, legal, reputational, or consumer safety risk.

Requirements

• Bachelor's degree in Human Sciences, Nutrition, Business, Liberal Arts, or a related discipline.
• Excellent written, verbal, and presentation skills with the ability to communicate effectively across a variety of audiences.
• Customer service and contact center experience preferred.
• Understanding of Abbott Nutrition products, programs, and customer base.
• Demonstrated problem-solving, critical-thinking, and decision-making skills with the ability to balance consumer satisfaction, business needs, and brand protection.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Ability to perform successfully during crisis situations and periods of heightened business risk.
• Technical aptitude to work across multiple systems and technologies simultaneously.
• Proven ability to balance speed, accuracy, attention to detail, and service quality.

Nice To Haves

• Customer service and contact center experience preferred.

Responsibilities

• Deliver a high-quality consumer experience by applying expertise in Abbott Nutrition products, nutrition fundamentals, manufacturing processes, and marketing programs while gathering and documenting accurate information through effective communication across multiple contact channels.
• Manage product complaints from consumers, customers, healthcare professionals, and FSF representatives by documenting, investigating, escalating, and coordinating resolutions in compliance with quality and regulatory requirements.
• Partner with Quality Assurance, Medical Safety & Surveillance, and other cross-functional teams to communicate investigation outcomes, identify trends, support consumer resolutions, mitigate risk, and drive continuous improvement initiatives.
• Promote brand loyalty and consumer satisfaction while adhering to company guidelines and ethical standards.
• Apply sound judgment while ensuring compliance with FDA regulations, PCI requirements, company policies, SOPs, and best practices to balance consumer needs, business risks, and Abbott Nutrition's reputation.
• Utilize consumer engagement and quality systems, including Five9, TrackWise, Salesforce, chat, and social media platforms, to manage interactions, investigate complaints, analyze trends, and support reporting activities.
• Provide support in handling metabolic emergencies, product actions, recalls, media events, and other crisis situations, including participation in a rotating 24/7/365 on-call schedule.
• Serve as a key influencer of consumer and customer loyalty by ensuring accurate complaint resolution, documentation, and collaboration with Quality Assurance, Medical Safety & Surveillance, and Corporate Risk Management to support regulatory compliance and risk mitigation.
• Provide support during evenings, weekends, holidays, and crisis situations as needed, recognizing that inaccurate information or improper complaint handling may result in regulatory, legal, reputational, or consumer safety risk.

Benefits

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level