The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Receives, reviews, and enters product complaint information into the complaint handling database and interacts with HCPs, patients, and the Sales organization regarding their Product Quality concerns. (50%)
• Continuously monitors the information gathering process and tracks the status of complaint communication until end customer communication. Continually tracks open, in-process, and complete complaints and product investigations and follows up internally and externally. (25%)
• Completes all required non-reportable customer complaint-related documentation in an accurate, professional, and timely manner. (25%)
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client