Consumer Communications Associate

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.
• Aid Medical Affairs department with any non-phone work or special projects as needed.
• Support 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.
• 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.
• Ensure all product return handling and documentation aligns with applicable regulatory and pharmacovigivalence 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.

Requirements

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

Customer Service experience, preferred.