Customer Service Representative - Consumer Affairs

Position Overview: The Consumer Affairs Representative answers incoming phone calls, email and written correspondence for the purpose of assisting customers/consumers with product questions; handles complaints professionally; performs follow-up calls in a timely manner; completes related administrative tasks in an organized and efficient manner.

Major Responsibilities:

• Receives incoming phone calls, email and written correspondence from consumers and responds to their requests within company guidelines.
• Notifies Quality Unit management of any incoming consumer complaints, inquiries or other communications that may constitute a (serious) adverse event and/or (serious) adverse drug reaction.
• Provides consumers with accurate and current product information, following pre-established company response guidelines, templates, and formats.
• Handles, resolves and processes consumer complaints.
• Processes telephone/mail consumer orders.
• Follows up consumer calls in a timely manner.
• Documents consumer inquiries and complaints accurately in a database, generates reports and forwards these reports to the appropriate departments/organizations for follow-up.
• Assists in the creation and modification of internal and external documentation relating to product specific information for consumer inquiries.
• Uploads and modifies various website content.
• Ensures timely closure of all open issues and forwards issues to other departments for resolution as appropriate.
• Assists in Complaint Investigations.
• Assists in the preparation and compilation of the annual consumer inquiry report.
• Prepares data and facilitates meetings for management review of consumer complaints and investigations.
• Administrative duties to include extensive sorting, filing and archiving of all consumer inquiry reports. Other duties and responsibilities as assigned by supervisor.

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