The Role
Respond to consumer and healthcare professional inquiries and complaints about drug, device, and supplement products. Capture case data, maintain product knowledge, follow Medical Affairs documentation and Good Documentation Practices, provide high-quality customer service, analyze complaints/inquiries, and support departmental processes.
Summary Generated by Built In
For over 150 years, Fleet Laboratories’ success has come from adapting to a changing world with creative thinking and innovative product development. We've grown into a global leader of over 100 personal health and beauty products. As the world keeps evolving, so will we, with unique new technologies and products that help our customer’s look and feel your best.
OCCUPATIONAL SUMMARY:
Serve as a product expert for Company products when responding to inquiries and complaints. Handle consumer and medical professional contacts related to adverse events, product inquiries and complaints.
ACCOUNTABILITIES:
OCCUPATIONAL SUMMARY:
Serve as a product expert for Company products when responding to inquiries and complaints. Handle consumer and medical professional contacts related to adverse events, product inquiries and complaints.
ACCOUNTABILITIES:
- Provide outstanding service to and engage professionally with consumers and other company contacts
- Liaise with medical professionals and consumers related to product inquiries and complaints as they relate to all C.B. Fleet Company, Inc. and Prestige Brand drug, device and dietary supplement products
- Enter case data into the relevant database
- Possess a constant working knowledge of company products sold world-wide
- Provide high quality customer service to consumers and health care professionals.
- Maintain professionalism and represent Brands with honor and respect
- Effectively multi-task while handling consumer contacts – have the ability to listen and electronically capture consumer comments simultaneously
- Manage large amount of inbound contacts
- Identify consumers’ needs, clarify information, research issues and provide solutions effectively and in a timely fashion
- Serve as a Brand Advocate to our consumers
- Demonstrate excellent language and communication skills both by voice and in writing
- Follows the Medical Affairs record retention system.
- Follow Good Documentation Practices.
- Maintain high quality standards for data entry and database coding.
- Maintain a high level of product knowledge.
- Attend pertinent department meetings.
- Provide complaints and inquiries analysis as necessary.
- Perform other duties as required.
- Requires knowledge gained through a degree, preferably in a health, science or communication/marketing discipline and 5 years working experience.
- Customer Service experience, preferred
Skills Required
- Degree (knowledge gained through a degree; preferably in health, science, or communication/marketing)
- Minimum 5 years working experience
- Customer service experience
- Excellent verbal and written communication skills
- Working knowledge of company products sold worldwide
- High quality data entry and database coding skills
- Familiarity with Good Documentation Practices and Medical Affairs record retention
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The Company
What We Do
Prestige Consumer Healthcare Inc., formerly known as Prestige Brands, Inc., is the largest independent provider of over-the-counter healthcare products in North America. The company specializes in the development, manufacturing, marketing, and distribution of a diverse portfolio of trusted over-the-counter healthcare and household cleaning products, operating globally to provide a wide range of wellness solutions to consumers through various retail channels.
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