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Product Support Coordinator

Dechra
USA
Full-time
Mid · 3+ years experience
Onsite
USD 21.63-26.44 hourly / hour
Discovered 1 months ago
PV WorksPHPKB Database

Full Job Posting

  • Receive general product inquiries and customer support calls regarding Dechra products that may arise from their use. Calls may come from veterinarians, veterinary technicians, pet owners, distributor personnel, or Dechra personnel. Calls may involve product information, usage, product complaints, and defects with products or packages.
  • Ensure that all customer issues are addressed in a professional, empathetic, and timely manner, managing any escalations as necessary.
  • Assist in managing the primary veterinary technical support email account. Emails may come from veterinarians, veterinary technicians, consumers (pet owners), distributor personnel, or Dechra personnel. Emails may involve general company inquiries, non-technical product questions, customer support requests, and/or reports of product defects.
  • Accurately document appropriate calls in the Dechra pharmacovigilance system (PV Works) and implement follow-up procedures to ensure the closure of all calls and complaints received.
  • Track open cases and ensure all inquiries or complaints are resolved and closed, following up with customers as needed.
  • Regulatory Compliance
  • Stay informed about industry regulations to ensure that all advice, product use, and consultations comply with veterinary regulatory standards.
  • Ensure that any product defects related to product use are correctly documented and reported to the appropriate authorities as required.
  • Communicate customer issues with the Quality, Sales, and Marketing Departments.
  • Administrative Support
  • Assist the Veterinary Medical Affairs Department with administrative tasks related to product support, including preparing documentation and updating the PHPKB Database.
  • Perform other product support-related tasks as directed by management, including special projects or training support.
  • High School Diploma required
  • Minimum of 3 years' experience in a companion animal veterinary setting
  • Excellent computer skills, with proficiency in MS Office (Outlook, Word, PowerPoint, and Excel)
  • Ability to work and perform in a team-based/call center environment
  • Effective oral and written communicator
  • Detail-oriented and problem-solving skills
  • Ability to travel as required - often up to 10%
  • Embraces change and views challenges as business opportunities

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