Customer Relations Analyst, Finance

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at  . Follow @abbvie on  LinkedIn,   Facebook ,  Instagram ,  X and  YouTube.

Job Description

Joining AbbVie means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada.

When choosing your career path, choose to be remarkable.

AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, vision care, virology, women’s health , and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio.

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.

Main 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.

Qualifications

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 

AbbVie aims to offer a French-speaking workplace in Quebec and has made efforts to limit English requirements. However, advanced English skills are essential for this role because the position involves working with English-speaking employees, clients, and regions outside Quebec.

Additional Information

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

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