Consumer Communications Associate

• Handling refunds and fulfillment daily with excellent quality and efficiency.
• Entering data into company CRM related to fulfillment (coupons, refunds, product samples and replacements) and product returns.
• Assist Medical Affairs department with any non-phone work or special projects as needed.
• Supports execution of processes related to product returns for Lynchburg and Tarrytown offices, ensuring adherence to established processes, accurate documentation, and timely follow-through
• Partner with Quality and other stakeholders to ensure timely routing, evaluation, and resolution of returned products
• Identify and escalate trends, delays, or issues within the return process

• Provide high quality customer service.
• Execute and maintain complete and accurate documentation for all fulfillment and product return activities
• Conduct periodic self-checks or quality checks on return-related data to maintain low error rates and ensure timely distribution of product returns to CMOs
• Ensures all product return handling and documentation aligns with applicable regulatory and pharmacovigilance requirements.
• Maintain professionalism and represent Brands with honor and respect
• Research issues associated with fulfillment processing and product returns and provide effective solutions in a timely fashion
• Follows the Medical Affairs record retention system.
• Maintain high quality standards for data entry and database coding as it relates to refunds.
• Maintain product through use of company CRM
• Attend pertinent department meetings.
• Provide analysis on fulfillment and product returns as requested.
• Maintain product rooms with current, non-expired inventory.
• Communicate product needs with Customer Service department.
• Perform other duties as required.

• Requires knowledge gained through a degree, preferably in a health, science or communication/marketing discipline and 5 years working experience.
• Customer Service experience, preferred

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