Customer Relations Analyst, Finance (6-Month Contract)

AbbVie•Montreal, QC

6h•Onsite

About The Position

The Customer Relations 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 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.

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
Advanced English skills are essential for this role because the position involves working with English-speaking employees, clients, and regions outside Quebec.

Responsibilities

Manage customer inquiries and complaints via e-mail, fax and telephone communication in a professional manner.
Assures adverse events are reported to the Pharmacovigilance team in accordance with Policies and Procedures
Assures 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.