Consumer Relations Quality Coordinator - Abbott Nutrition - Columbus, OH

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of .
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Easton Square location in the Nutrition Division. Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, Protality® and Glucerna®– to help get the nutrients they need to live their healthiest life.

What You’ll Work On

Consumer Relations acts as the Voice of Abbott Nutrition and a vital link to the marketplace. The department drives brand loyalty and delivers a quality experience to those who consume,
distribute and recommend Abbott Nutrition products. Consumer Relations provides a communication center for calls, e-mails, letters, faxes, on-line chat and social media. Team members utilize vast knowledge regarding our products and programs to appropriately respond to inquiries, comments or concerns.

Consumer Relations is responsible for responding to, recording and reporting approximately 400,000 consumer interactions annually.  In addition, Consumer Relations performs the valuable role of providing insights from these 400,000 consumer interactions throughout the division.  As the Voice of our Consumers, Consumer Relations influences the programs, messaging and products we deliver.   

Abbott Nutrition Consumer Relations Quality Coordinator maintains brand loyalty and reduces risk to Abbott Nutrition through proper handling of Abbott Nutrition consumers, customers and health care professionals. Quality Coordinators must be proficient in responding to product inquiries, medical information as it related to our products and programs and in recognizing and properly handling all product complaints, media threats, legal actions and suspected fraud.  Consumer Relations Quality Coordinators are highly skilled at identifying product complaints and complete the detailed registration for Quality Assurance and Medical Safety and Surveillance visibility and analysis.  The Quality Coordinator collects all pertinent information regarding AN complaints and documents these complaints in a manner that is in accordance with the Food and Drug Administration (FDA) regulations governing our business.  The Quality Coordinator assists in the investigation of all quality concerns and works closely with Division Quality Assurance (DQA), Medical Safety and Surveillance (MSS), Legal, Regulatory and Public Affairs to deliver a resolution to our consumers.

Major Responsibilities:
• Quality Consumer Experience
o Maintain quality customer experience while achieving productivity standards.
o Possess thorough knowledge of human nutrition fundamentals, AN products, manufacturing procedures, knowledge articles, marketing programs.
o Probe thoroughly and actively listen to callers while gathering and documenting pertinent details of the complaint. Patiently han