Provide technical information regarding FRONTLINE to internal and external customers. Provide superior service to all customers by consistently delivering a Remarkable Merial Experience on every call. Document all calls; classify and document all reportable events according to Federal regulation. Implement the FRONTLINE Satisfaction Guarantee program. Provide liaison and feedback on customer calls to the sales representatives and management.
Major responsibilities:
Demonstrate strong technical knowledge of FRONTLINE brand product. 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), off-label inquiries and Product Quality Complaints (PQCs). Utilize case management software to capture detailed call information and customer comments on every customer interaction in order to generate all required regulatory reports and compile a business intelligence database. 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 before handing case over to Supervisor for final review. Request and receive appropriate documentation before processing Satisfaction Guarantee and PQC requests. Consult VTS managers or veterinarian when appropriate. Provide documentation to VTS Manager regarding reimbursement requests regarding SAEs involving FRONTLINE products. Process claims involving FRONTLINE Satisfaction Guarantee and PQC programs according to established Business Rules and department policies and procedures. Analyze each request to establish eligibility to receive the Satisfaction Guarantee or PQC. Keep VTS Managers informed of any suspicious calls, trends, potential threats and opportunities facing the department, the Enterprises and the Organization. Utilize good judgment to verify callers identity in order to determine which information can legally be provided and to clarify which calls should be handled by our corporate communications department. Own a customer complaint until it is resolved. Do everything possible within Merials guidelines to accommodate special customer requests; expeditiously rectify customer complaints in a manner satisfactory to both the customer and Merial. 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.
Merial Limited is an Equal Opportunity and Affirmative Action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, national origin, or any other characteristics protected by applicable law.
Qualifications
Knowledge and skills:
Prefer a Bachelors Degree in Animal Science or Biological Sciences, or certification in Veterinary Technology along with clinic experience. Work 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.
Merial is an Equal Opportunity and Affirmative Action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, national origin, or any other characteristics protected by applicable law.
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 http://myhr.sanofi.com for internal employees and www.merial.us/Careers for external applicants will be considered.
Merial is a world-leading, innovation-driven animal health company, providing a comprehensive range of products to enhance the health, well-being and performance of a wide range of animals. Merial employs approximately 5,600 people and operates in more than 150 countries worldwide. Merial is a Sanofi company. For more information, please see www.merial.com
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Merial Limited is an Equal Opportunity and Affirmative Action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, national origin, or any other characteristics protected by applicable law.
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