Customer Service Complaint Specialist - (Specialist, Veterinary Technical Solutions) ?? Duluth, GA (Hybrid – 3 Days Onsite / 2 Days Remote) ?? 12-Month Contract | 40 Hours/Week A leading organization in the animal health industry is seeking a Specialist, Veterinary Technical Solutions to support customer service, adverse event, and technical product complaint processes in a regulated environment. Purpose Accountabilities: • Addresses, processes, and reviews suspect Adverse Event (AE) and Technical Product Complaint (TPC) related customer service tasks, including invoice tracking requests, credits, product pickups, replacements, and reimbursements as requested • Processes customer reimbursements, legal releases, product returns, customer credits, and associated documentation • Researches pertinent topics, runs queries, and prepares reports as requested by management • Participates in call analysis and reports trends or issues involving product usage • Effectively communicates with internal and external customers, distributors, third-party vendors, pharmacovigilance, quality assurance, warehouse, sales, and customer care teams • Oversees development and maintenance of department business processes for assigned responsibilities • Supports department activities and collaborates with team members to achieve milestones, KPIs, and objectives • Performs all business activities in accordance with applicable regulations and company policies and procedures • Demonstrates high ethical and professional standards in all business interactions • Understands and applies relevant GMPs and maintains awareness of pharmacovigilance and complaint handling compliance requirements Required Skills: • Strong customer service background and experience working in validated systems • Ability to balance customer service excellence with regulatory compliance requirements and product stewardship principles • Working knowledge of Microsoft Office applications and databases • SAP experience preferred • Strong organizational, time management, and problem-solving skills • Detail-oriented with a focus on quality and accuracy • Excellent verbal and written communication skills with the ability to work effectively in a team environment • Ability to work independently under pressure while demonstrating initiative, flexibility, and sound judgment • Basic understanding of veterinary practice issues and procedures preferred • Ability to manage conflict and balance business needs with customer-focused solutions Education Experience: • Associate's degree in Business, Life Sciences, or a related field (Bachelor's degree preferred) • Minimum 3 years of experience in customer service, GMP compliance, complaint handling, pharmacovigilance support, or a regulated environment Work Arrangement: • Hybrid schedule with approximately 3 days onsite and 2 days remote per week following training • Team members may be required onsite as needed for meetings, training, or business needs • Standard business hours: approximately 8:00 AM – 5:00 PM EST
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