Consumer Relations Quality Coordinator - Columbus, OH
Abbott Laboratories - Columbus, OH
posted 16 days ago
About the position
This position works out of our Easton Square location in the Nutrition Division. Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands - including Similac, PediaSure, Pedialyte, Ensure, Protality and Glucerna- to help get the nutrients they need to live their healthiest life. Consumer Relations acts as the Voice of Abbott Nutrition and a vital link to the marketplace. The department drives brand loyalty and delivers a quality experience to those who consume, distribute and recommend Abbott Nutrition products. Consumer Relations provides a communication center for calls, e-mails, letters, faxes, on-line chat and social media. Team members utilize vast knowledge regarding our products and programs to appropriately respond to inquiries, comments or concerns.
Responsibilities
- Maintain quality customer experience while achieving productivity standards.
- Possess thorough knowledge of human nutrition fundamentals, AN products, manufacturing procedures, knowledge articles, marketing programs.
- Probe thoroughly and actively listen to callers while gathering and documenting pertinent details of the complaint.
- Handle negative consumer feedback in a sensitive and objective manner.
- Provide optimal phone coverage on all inbound queues.
- Adapt quickly to changes based on the needs of the business.
- Respond to consumer, customer, Field Sales Force (FSF) and Health Care Professional complaints regarding any Abbott Nutrition product.
- Register all product complaints according to Quality Assurance procedures into the complaint handling system.
- Evaluate documentation for accuracy, completeness and consistency.
- Promote brand loyalty and foster a positive public image of Abbott Nutrition.
- Review complaint summary reports and relay results to consumers, customers, FSF representatives and healthcare professionals.
- Collaborate with DQA on specialized or complex complaint summary reports.
- Identify and communicate complaint trends to the Consumer Relations Leadership team.
- Adhere to all Standard Operating Procedures, Guidelines and Best Practices.
- Exhibit proficiency in multiple systems that maintain, communicate, track and report information.
- Exercise sound judgment in proper handling of metabolic emergencies.
- Perform other duties as required.
Requirements
- Bachelor of Science in Dietetics, Nutrition or related field with a status as a Registered Dietitian.
- Strong verbal and written communication skills.
- Knowledge of regulations as it relates to counseling customers/consumers.
- Strong knowledge of disease states where we have products to support their needs.
- Customer service and call center experience highly desirable.
- Effective written and verbal communication skills.
- Ability to effectively speak in front of small and large audiences.
- Ability to make difficult decisions to satisfy the consumer while protecting the reputation of Abbott Nutrition.
- Creative problem solving skills within ethical and business guidelines.
- Ability to manage multiple priorities at once.
- Ability to effectively perform in crisis situations.
- Technical aptitude to operate in several different systems simultaneously.
- Successful completion of AN Consumer Relations Quality Coordinator training program.
Nice-to-haves
- Abbott Nutrition experience preferred.
Benefits
- Career development with an international company.
- Excellent retirement savings plan with high employer contribution.
- Tuition reimbursement and education benefits.
- Recognition as a great place to work in multiple countries.
- Diversity and inclusion initiatives.
