Job Description Purpose:|
Provide technical information on all Merial products in an inbound call center environment. Provide superior service to all customers by providing accurate information in a fast and friendly manner. Document all calls using the case management software; classify and document all reportable events according to Federal regulation. Implement product satisfaction guarantees and programs. Provide feedback on customer calls to the Territory Managers and Management.
Demonstrate strong technical knowledge of Merial’s products. Utilize good communication, problem solving and organizational skills in satisfying the needs of our customers.
Analyze incoming calls to determine appropriate Call Type based on Federal regulations; Understand and comply with all Federal regulations regarding the handling and documentation of all Suspected Adverse Events (SAEs), Suspected Lack of Efficacy cases, off-label inquires and product quality complaints.
Utilize case management software to capture detailed call information and customer comments on every customer interaction so they can be shared throughout Merial and used to generate all required regulatory reports. Investigate all complaints thoroughly by asking appropriate questions to determine the true nature of the event being reported. Use good judgment and analytical skills to obtain all pertinent information.
Implement Satisfaction Guarantee programs according to established Business Rules and department policies and procedures. Analyze each request to establish eligibility to receive the Satisfaction Guarantee.
Own a customer complaint until it is resolved. Do everything possible within Merial’s guidelines to accommodate special customer requests; expeditiously rectify customer complaints in a manner satisfactory to both the customer and Merial. Arrange compensation when warranted.
Compile and submit requested technical documents to callers via fax or mail, adhering to Federal regulations. Ensure the proper documentation of requests for Off-Label information.
Provide feedback to Merial Sales Representatives and VTS management regarding certain calls as per department policy.
Perform additional duties as assigned to ensure the efficient operation of the department. Potentially represent Merial at the Merial booth at National Veterinary Conferences and trade shows.
To all recruitment firms: Merial does not accept agency/search firm referrals for this posting, or other postings, without prior written permission from Merial Human Resources. Merial is not responsible for any fees related to unsolicited resumes.
Due to tracking regulations, only resumes submitted directly via OneMERIAL for internal employees, and Merial.com/Careers for external applicants, can be considered.
Equal Opportunity Employer M/F/D/V Qualifications Knowledge and skills:
- Prefer a Bachelor’s Degree in Animal Science or Biological Sciences, or an Associate’s Degree in Veterinary Technology and a current Veterinary Technician license.
- Experience in a Veterinary Practice is a plus.
- Enthusiasm to service the customer via phone.
- Good verbal communication skills and a friendly demeanor.
- Good organizational, analytical, judgment and interpersonal skills.
- Proficient computer skills.
- A strong work ethic.
- Able to work and perform at a very high level in a team based environment.
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