Consumer Communications Associate

OCCUPATIONAL SUMMARY:

Serves as the Consumer Communications Associate for Medical Affairs, handling consumer and medical professional contacts related to consumer feedback, adverse events, product inquiries and complaints. Provides overall support to the CCS team through handling of fulfillment, samples and product returns.

ACCOUNTABILITIES:

• Handling refunds and fulfillment daily with excellent quality and efficiency.
• Entering data into company CRM related to fulfillment (coupons, refunds, product samples and replacements) and product returns.
• Assist Medical Affairs department with any non-phone work or special projects as needed.
• Supports execution of processes related to product returns for Lynchburg and Tarrytown offices, ensuring adherence to established processes, accurate documentation, and timely follow-through
• Partner with Quality and other stakeholders to ensure timely routing, evaluation, and resolution of returned products
• Identify and escalate trends, delays, or issues within the return process

RESPONSIBILITIES:

• Provide high quality customer service.
• Execute and maintain complete and accurate documentation for all fulfillment and product return activities
• Conduct periodic self-checks or quality checks on return-related data to maintain low error rates and ensure timely distribution of product returns to CMOs
• Ensures all product return handling and documentation aligns with applicable regulatory and pharmacovigilance requirements.
• Maintain professionalism and represent Brands with honor and respect
• Research issues associated with fulfillment processing and product returns and provide effective solutions in a timely fashion
• Follows the Medical Affairs record retention system.
• Maintain high quality standards for data entry and database coding as it relates to refunds.
• Maintain product through use of company CRM
• Attend pertinent department meetings.
• Provide analysis on fulfillment and product returns as requested.
• Maintain product rooms with current, non-expired inventory.
• Communicate product needs with Customer Service department.
• Perform other duties as required.

QUALIFICATIONS:

• Requires knowledge gained through a degree, preferably in a health, science or communication/marketing discipline and 5 years working experience.
• Customer Service experience, preferred