Consumer Relations Quality Coordinator

:

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 115,000 colleagues serve people in more than 160 countries.

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®, Glucerna® and ZonePerfect® - to help get the nutrients they need to live their healthiest life.

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

• Fast-paced work environment where your safety is our priority
• Production areas that are clean, well-lit and temperature-controlled
• Training and career development , with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs, Medical Benefits start day 1
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• Vacation - 3 weeks of accrued vacation (1 st yr is prorated) + vacation buy program + 3 personal days + 10 paid holidays
• Company Paid Pension Plan
• 401(k) retirement savings with a generous company match
• 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 stability of a company with a record of strong financial performance and history of being actively involved in local communities

Major Responsibilities for Customer Relations Quality Coordinator

• Quality Consumer Experience
  • Maintain quality customer experience while achieving productivity standards.
  • Possess thorough knowledge of human nutrition fundamentals, AN products, manufacturing procedures, knowledge articles, marketing programs.
  • Probe thoroughly and actively listen to callers while gathering and documenting pertinent details of the complaint. Patiently handle negative consumer feedback in a sensitive and objective manner.
  • Remain dedicated to providing optimal phone coverage on all inbound queues
  • Adapt quickly to changes based on the needs of the business (absenteeism, media event, product action, etc.).
• Complaints
  • Respond to consumer, customer, Field Sales Force (FSF) and Health Care Professional complaints regarding any Abbott Nutrition product. These complaints may be expressed through a variety of communication channels including phone, email, social media, live chat and letters.
  • Register all product complaints according to Quality Assurance procedures into the complaint handling system. Evaluate documentation for accuracy, completeness and consistency. The consequences of a complaint being handled improperly range from involvement of the FDA, Media, Better Business Bureau, Legal or AN Executives and could result in significant financial and brand equity exposure.
  • Promote brand loyalty and foster a positive public image of Abbott Nutrition by fairly compensating consumers within Office of Ethics and Compliance (OEC) guidelines and Consumer Relations department guidelines.
  • Review complaint summary reports and relay results to consumers, customers, FSF representatives and healthcare professionals in a timely manner. Seek appropriate approvals for written results as requested.
  • Collaborate with DQA on specialized or complex complaint summary reports.
  • Identify and communicate complaint trends to the Consumer Relations Leadership team.
  • Identify and escalate complaints that require additional or immediate attention.
• Compliance

• Adheres to all Standard Operating Procedures, Guidelines and Best Practices.
• Attend scheduled training as required.
• Maintain Payment Card Industry (PCI) compliance

• Systems

• Exhibit proficiency in multiple systems that maintain, communicate, track and report information including: email, product complaints, marketing programs, AbbottStore, phone system, instant message chat and social media platforms.

• Crisis/After Hours Situations
  • Exercise sound judgment in proper handling of metabolic emergencies
  • Provides after hours on-call support (24/7; 365 days) for our consumers, healthcare professionals and AN FSF. Quality Coordinators rotate this responsibility throughout the year for both phone and social media coverage.
• Special Projects
  • Perform other duties as required.

• Additional Dietitian Related duties

• Utilize nutrition education background, approved resources and excellent written skills (grammar, spelling, punctuation) to create original, customized responses to “Ask a Nutritionist” e-mails within 24 hours. E-mail responses have the potential to be shared on Web sites and blogs so excellent decision making and judgment skills are required.
• Provide instant nutrition-related responses to consumers and healthcare professionals through the instant message function on all Abbott Nutrition Web sites.
• Oversee/conduct instant message chat training for new RDs.
• Support Customer Contact Specialist by creating/updating approved e-mail responses.
• Represent Consumer Relations when needed for specialized RD projects including such as outside presentations seeking nutrition-related product knowledge and specialized consumer information.
• Contribute ideas and create original articles for marketing program newsletters.
• Perform competitive research calls and follow-up calls to healthcare professionals.
• Serve as host and presenter to college students and dietetic interns to explain the roles and responsibilities of the Consumer Relations RD Quality Coordinator for education and recruiting purposes.
• Stay abreast of current nutrition trends through continuing education to maintain dietetic registration.
• Promote and describe Abbott Nutrition marketing programs.

Additional

Supervisory/Management Responsibilities:

Support other Consumer Relations Coordinators and Third Party representatives by acting as a second voice and/or supervisor during escalated calls or calls in which an RD is requested.

Education:

Bachelor of Science in Dietetics, Nutrition or related field with a status as a Registered Dietitian.

Position may be filled as a Quality Coordinator with applicable experience. Registered Dietitian strongly preferred.

Candidate must possess strong verbal and written communication skills. Abbott Nutrition experience preferred.

Background:

• Knowledge of regulations as it relates to counseling customers/consumers over the phone, via email and/or instant messaging about their nutrition needs, exercise requirements and how our products can if into their daily lifestyle.
• Strong knowledge of disease stats where we have products to support their needs - be able to openly discuss characteristics of these disease stats and how to work our products into the conversation.

• Customer service and call center experience highly desirable.
• Understanding of AN products and customers.
• Effective written and verbal communication skills.
• Ability to effectively speak in front of small and large audiences.
• Ability to make difficult decisions to satisfy the consumer while protecting the reputation of Abbott Nutrition.
• Creative problem solving skills within ethical and business guidelines.
• Ability to manage multiple priorities at once.
• Ability to effectively perform in crisis situations.
• Technical aptitude to operate in several different systems simultaneously.
• Successful completion of AN Consumer Relations Quality Coordinator training program.

Accountability/Scope/Budget:

• Interacts with QA, Medical Safety and Surveillance and Corporate Risk Management to assure appropriate handling of consumer concerns.
• Consumer Relations acts as a key influencer in Consumer/Customer loyalty.
• Mishandling of a complaint or inadequate documentation of pertinent data could result in severe regulatory involvement, litigation or negative media coverage and loss of market share.
• Failure to comply with government agency guidelines could seriously jeopardize the position of Abbott Nutrition, resulting in fines or possible withdrawal of our products from the marketplace.
• Responsibilities include off-hours, weekends and holidays. During crisis, 24 hour availability is expected.
• Providing inaccurate information to consumers/customers/healthcare professionals may result in serious illness, injury or death.

Learn more about our benefits that add real value to your life to help you live fully:

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Abbott is a veteran / US military-friendly employer.

Connect with us at on Facebook at and on Twitter @AbbottNews

The base pay for this position is $52,000.00 - $104,000.00. In specific locations, the pay range may vary from the range posted.