About the position
The Customer Compliance Analyst position within the Veterinary Drug Division at Covetrus is a hybrid role that combines remote work with onsite responsibilities in Dublin, OH. Under the guidance of the Diversion Surveillance Program Supervisor, the Analyst is tasked with ensuring compliance in the monitoring of suspicious orders of controlled substances. This involves a thorough review of customer orders that have been flagged post-algorithm analysis, ensuring that Covetrus North America adheres to federal and state regulations regarding the distribution and dispensing of controlled substances. In this role, the Analyst will utilize analytical tools to monitor customer ordering patterns and assess compliance with the Federal Controlled Substance Act. The position serves as the primary point of contact for customer inquiries related to controlled substance orders that are pending review. The Analyst will also collaborate with the internal sales team to ensure timely communication and follow-up with customers, thereby maintaining a high level of customer service and compliance. The Analyst will engage in various responsibilities, including performing trend analysis on customer order histories, maintaining knowledge of relevant regulations, drafting communications to customers, and handling a high volume of inquiries. Additionally, the Analyst will support the team as a subject matter expert, assist in training new employees, and participate in process improvement initiatives as assigned by leadership. This position requires a proactive approach to building relationships with both internal and external customers, ensuring that all interactions are conducted with professionalism and efficiency.
Responsibilities
- Leverage analytical tools to monitor the distribution of controlled substances from Covetrus North America distribution centers to its customers.
- Perform trend analysis and assessment of customer order history, compliance forms, and suspicious order monitoring algorithm results to ensure controlled substance orders do not meet DEA criteria of a suspicious order.
- Monitor customer ordering patterns for unusual activity, in accordance with Covetrus SOP and federal and state regulations.
- Maintain current knowledge base for federal and state regulations, standards, or guidance documents related to wholesale distribution and/or dispensing of controlled substances and diversion surveillance.
- Ensure established metrics in areas of responsibilities/tasks are consistently met.
- Draft communication to customers and ensure follow-up with customers meets established workflows and service level agreements (SLA).
- Collaborate with the internal sales team when communicating with customers regarding controlled substance orders requiring customer outreach and follow-up.
- Handle various types of customer inquiries (phone, email, etc.).
- Manage a high volume of order analysis, customer outreach, and internal and external customer inquiries in a timely and customer-centric manner.
- Build sustainable relationships of trust through open and interactive communication with both internal and external customers.
- Support team as a subject matter expert and mentor Analysts I colleagues.
- Participate in internal projects, as assigned by leadership.
- Assist with training of employees in assigned tasks.
- Assist with the development of training material/programs in assigned tasks.
- Draft SOPs and workflows for assigned tasks, as assigned.
Requirements
- Bachelor's Degree (preferred) in a related field: Chemistry, Biology, Health Administration, Animal Health, Business, Nursing, Pharmacy, Microbiology, Criminology, Criminal Justice, or a combination of equivalent education and experience.
- Minimum of 1-3 years of related industry experience with exposure to a regulatory, law enforcement, and/or security environment or combination of equivalent education and experience.
Nice-to-haves
- Certified Pharmacy Technician or Certified Veterinary Technician (preferred not required).
Benefits
- 401k savings & company match
- Paid time off
- Paid holidays
- Maternity leave
- Parental leave
- Military leave
- Other leaves of absence
- Health, dental, and vision benefits
- Health savings accounts
- Flexible spending accounts
- Life & disability benefits
- Identity theft protection
- Pet insurance
- Sales Positions are eligible for a Variable Incentive
- Certain positions may include eligibility for a short term incentive plan
