Job Description

The Customer Relations Analyst (CRA) is responsible for the management of customer product complaints and inquiries in a timely and efficient manner. The CRA will liaise with Quality Assurance (QA), Medical Information Team, Marketing or Sales Teams, and coordinate customer requests with marketing as needed.

• Manage customer inquiries and complaints via e‑mail, fax and telephone communication in a professional manner.
• Assure adverse events are reported to the Pharmacovigilance team in accordance with policies and procedures.
• Assure quality complaints on AbbVie products are reported.
• Receive medical questions and route the requests to the medical department.
• Receive temperature excursion assessment requests, evaluate if it is a direct AbbVie shipment or excursion at customer level, and follow established procedure based on incident.
• Update various statistical reports required for monthly KPI r...