Analyst, Finance

Description

• 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

• 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