Associate Specialist – Drug Safety

Associate Specialist – Drug Safety

Requirements

• Associates’ degree (biological sciences preferred) with three (3)+ years of veterinary related work experience OR RVT/CVT/LVT with two (2)+ years’ related work experience OR five (5)+ years’ work experience in Pharmacovigilance and/or experience in the field of Animal Science and/or companion animal customer care.
• BA/BS with a minimum of 1 year experience in the veterinary field preferred.
• Must have strong computer skills including experience in Word, Excel, Outlook, and working with databases, etc.
• Must have strong communication skills, both verbal and written, interacting with various levels within the business as well as external customers.

Responsibilities

• Telephone Support & Triage for Technical Inquiries and Complaint Handling.
• Handling phone calls to the Technical Services 800-line, faxes, written correspondence, e-mail and website inquiries from veterinarians, pet owners, company’s Animal Health department and distributor sales representatives and breeders regarding questions pertaining to on-label product indications and usage and competitor product comparisons.
• Handling and processing all complaints not requiring veterinary intervention, including product quality complaints and selected categories of efficacy and adverse reaction complaints.
• Identifying trends and initiating product testing procedures to help resolve product complaints.
• Tracking all complaints requiring product testing through Global Quality and following up with the customer.
• Retrieving, processing and following-up on all product complaints submitted by our after-hours agencies.
• Assisting pharmacovigilance veterinarians in processing and following through on product complaints, including: Correspondence with customers/pet owners, Uploading correspondence/medical records into the complaint database, Reviewing medical records for accuracy and forwarding to PV Veterinarians, Reviewing compensation requests, Processing check requests, Contacting complainants for follow-up and updating the complaint database, Quality Assurance associated with Product Complaints.
• Serving as the primary contact for product quality issues, product testing procedures and warranty issues.
• When appropriate, initiating the return of product samples from the field for quality assurance testing, ensuring timely return of the product, forwarding samples to Global Quality and initiating return of samples for destruction when appropriate.
• Uploading quality assurance testing results into the complaint database and following up with the complainant.
• Representing our company’s Animal Health at veterinary conventions or meetings.
• Attend continuing education seminars at veterinary conventions and sharing that information with intra- and interdepartmental of our company’s Animal Health department’s personnel.
• Contacting sales representatives on potential sales leads.
• Notifying marketing managers/directors when receiving feedback on company’s Animal Health department or competitive product information or trends in the veterinary marketplace.
• Assist with special projects, such as diagnostic testing programs when assigned.
• Provide administrative support for the veterinary school program (if needed).
• Provide support to sales training when requested. · Provide administrative or training support at meetings or national sales meetings.
• Provide pharmacovigilance data & reports if requested.

Preferred Qualifications

• Experience working with product knowledge, database fundamentals, and internal and external compliance regulations.
• Knowledge of parasiticide products within the animal health industry.
• Previous experience working in a call-center or customer service.