Veterinary Customer Service Specialist

Job Title: Veterinary Customer Service Specialist
Location: Johns Creek, GA
Work Model: Hybrid – 3 days on-site, 2 days remote
Hours: M-F 8am-5pm ET
Compensation: $25.00/hr
Type: 12-month contract, Potential for extension or conversion to permanent

Responsibilities

• Addresses, processes, and reviews suspect Adverse Event (AE) and Technical Product Complaint (TPC) related customer service tasks (RAN, Invoice Track requests, credits, GBS/SAP, product pickup, replacements and credits) as requested.
• Performs tasks include but are not limited to: processing of customer reimbursements, legal releases, arranging for product returns, assuring proper customer credits, and managing team email in boxes and associated documentation.
• Research pertinent topics, run queries, and prepare reports as requested by the Manager. Participate in call analysis and report trends or issues involving product usage. Perform additional duties as assigned.
• Effectively & Efficiently communicates with both internal and external customers including: company customers waiting for reimbursements/credits, Vets Distributors, Third Party Vendors, Pharmacovigilance, Quality Assurance, Warehouse, Field Sales and Customer Care.
• Oversees development and maintenance of department Business Processes for the tasks they are responsible for.
• Supports department in daily activities as well as works collaboratively in order to deliver to milestones, KPIs and objectives.
• Performs all Company business in accordance with all regulations (e.g., EEO, FDA, etc.) and Company policy and procedures.
• When violations are noted/observed they are to be immediately reported to management.

• Associates degree (i.e. Business, Life Science) required, Bachelor’s Degree preferred
• Three (3) Years experience working in a customer service or GMP compliance or complaint handling environment
• Demonstrates high ethical and professional standards with all business contacts in order to maintain company’s excellent reputation within the animal health community and internally.
• Must be able to understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling Compliance requirements.
• This position requires someone with a strong customer service background, experience working in validated systems and a commitment to excellence.
• Must understand the balance of providing customer service in a regulatory compliance environment to ensure strict adherence to all principles of good product stewardship.
• Basic knowledge working with Microsoft Office products and databases
• Basic knowledge in SAP validated databases preferred.
• Must have good organization and time management skills.
• Attention to detail, quality focused and strong technical and problem solving skills.
• Strong oral and written communication skills and an ability to operate effectively in a team environment.
• Ability to work independently, under pressure, demonstrating initiative, emotional self control and flexibility.
• Must possess a basic understanding of basic veterinary practice issues and procedures.
• Must understand the balance of providing excellent low effort customer service in a regulatory compliance environment.
• Ability to manage conflict and to balance business needs with user friendliness.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #558-Scientific