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Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.About AbbottOur 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®, Glucerna® and ZonePerfect® – to help get the nutrients they need to live their healthiest life.Our location in Columbus, OH, currently has an opportunity for a Consumer Relations Quality Coordinator.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.Consumer Relations is responsible for responding to, recording and reporting approximately 400,000 consumer interactions annually. In addition, Consumer Relations performs the valuable role of providing insights from these 400,000 consumer interactions throughout the division. As the Voice of our Consumers, Consumer Relations influences the programs, messaging and products we deliver.Abbott Nutrition Consumer Relations Quality Coordinator maintains brand loyalty and reduces risk to Abbott Nutrition through proper handling of Abbott Nutrition consumers, customers and health care professionals. Quality Coordinators must be proficient in responding to product inquiries, medical information as it related to our products and programs and in recognizing and properly handling all product complaints, media threats, legal actions and suspected fraud. Consumer Relations Quality Coordinators are highly skilled at identifying product complaints and complete the detailed registration for Quality Assurance and Medical Safety and Surveillance visibility and analysis. The Quality Coordinator collects all pertinent information regarding AN complaint and documents these complaints in a manner that is in accordance with the Food and Drug Administration (FDA) regulations governing our business. The Quality Coordinator assists in the investigation of all quality concerns and works closely with Division Quality Assurance (DQA), Medical Safety and Surveillance (MSS), Legal, Regulatory and Public Affairs to deliver a resolution to our consumers.WHAT YOU’LL DOQuality Consumer Experience
Maintain quality customer experience while achieving productivity standards.
Possess thorough knowledge of human nutrition fundamentals, AN product, manufacturing procedures, reference materials, marketing programs and market dynamics.
Probe thoroughly and actively listen to consumers while gathering and documenting pertinent details of the complaint. Patiently handle negative consumer feedback in a sensitive and objective manner.
Remain dedicated to providing optimal coverage on all inbound queues including phones, emails, letters, social media and live website chat.
Adapt quickly to changes based on the needs of the business (media events, product actions, staff adjustments, etc.).
Complaints
Respond to consumer, customer, FSF and Health Care Professional complaints regarding any Abbott Nutrition product. These complaints may be expressed through a variety of communication channels including phone, email, social media, live chat and letters.
Register all product complaints according to Quality Assurance procedures into the complaint handling system. Evaluate documentation for accuracy, completeness and consistency. The consequences of a complaint being handled improperly range from involvement of the FDA, Media, Better Business Bureau, Legal or AN Executives and could result in significant financial and brand equity exposure.
Promote brand loyalty and foster a positive public image of Abbott Nutrition by fairly compensating consumers within Office of Ethics and Compliance (OEC) guidelines and Consumer Relations department guidelines.
Review complaint summary reports from Quality Assurance and Medical Safety and Surveillance. Relay results to consumers, customers, FSF representatives and healthcare professionals in a timely manner. Seek appropriate approvals for written results as requested.
Collaborate with DQA on specialized or complex complaint summary reports
Identify and communicate complaint trends to the Consumer Relations Leadership team.
Identify and escalate complaints that require additional or immediate attention.
Compliance
Adheres to all Standard Operating Procedures, Guidelines and Best Practices.
Attend scheduled training as required.
Maintain Payment Card Industry (PCI) compliance
Systems
Exhibit proficiency in multiple systems that maintain, communicate, track and report information. These systems include but are not limited to KANA (email), Trackwise (QA and MSS complaints), ANIE (Marketing programs), AbbottStore, Avaya (phone system), SFDC (recording and Chat) and Social Media (Ratings & Reviews).
Crisis/After Hours Situations
Exercise sound judgment in proper handling of metabolic emergencies
Provide after hours on-call support (24/7; 365 days) for our consumers, healthcare professionals and AN FSF. Quality Coordinators rotate this responsibility throughout the year for both phone and social media coverage.
Provide round the clock support as needed during product action and media events.
Special Projects
Perform other duties as required.
EDUCATION AND EXPERIENCE YOU’LL BRINGRequired
Bachelor’s degree in Human Sciences (Nutrition), Business, Liberal Arts or related discipline
Customer service and call center experience highly desirable.
Understanding of AN products and customers.
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.
Proven ability to balance high level of details accurately with speed of resolution and quality of service.
Responsibilities include off-hours, weekends and holidays. During crisis, 24-hour availability is expected.
WHAT WE OFFERAt Abbott, you can have a good job that can grow into a great career. We offer:
A fast-paced work environment where your safety is our priority (Include for Manufacturing roles only)
Production areas that are clean, well-lit and temperature-controlled (Include for Manufacturing roles only)
Training and career development , with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities
Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com at http://www.abbottbenefits.com/pages/candidate.aspxFollow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.Connect with us at www.abbott.com at http://www.abbott.com/ , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.An Equal Opportunity EmployerAbbot welcomes and encourages diversity in our workforce.We provide reasonable accommodation to qualified individuals with disabilities.To request accommodation, please call 224-667-4913 or email corpjat@abbott.com
