Product Complaint Specialist (Contractor)

Job Locations US-NJ-Jersey City
Job ID
2018-1096
# of Openings
1
Category
Managed Markets

Overview

Entrepreneurial Spirit, Rooted in Tradition. At Mitsubishi Tanabe Pharma America, Inc. (MTPA), we can tout a storied reputation more than 300 years in the making. Our parent company, Mitsubishi Tanabe Pharma Corporation, is a research-driven pharmaceutical company with global reach – and one of Japan’s oldest and most respected companies.

 

With the recent FDA approval and availability in the U.S. of RADICAVA® (edaravone), a treatment option for people diagnosed with amyotrophic lateral sclerosis (ALS), MTPA is rapidly expanding our operation across all functional areas to launch this new product in the U.S. market. Concurrently, the company is expanding its research efforts and exploring collaborations with partners to discover and bring treatments to market for unmet medical needs including orphan diseases. We currently seek motivated professionals who share our vision of scientific excellence, innovation, and unwavering dedication to improving the lives of patients. 

The Product Complaint Specialist provides customer service support focused on resolving product-related issues or complaints. The incumbent liaises both internally and externally to ensure timely follow-up on reimbursements or other solutions.

This is a 3-month contract role with the potential for extension. 

Responsibilities

  • Communicates externally via phone and email with staff at drug infusion centers and other key customer sites.
  • Represents the company with the utmost professionalism at all times in this frontline, customer-facing role in order to build and maintain strong customer relationships.
  • Gathers detailed information from customers on variety of product complaints, diligently making follow-up calls or emails as necessary to gather any additional required information.
  • Enters and maintains all information accurately in Excel spreadsheet(s) to enable accurate, auditable case tracking.
  • Liaises with internal stakeholders in multiple functions (e.g., Quality, Supply Chain, Legal, Regulatory, etc.) to convey customer issues, ensure effective coordination and follow-up, and provide timely reimbursements.
  • Identifies emerging complaint patterns or trends, internal delays, or other potentially impactful issues and brings them to the attention of management.
  • Provides regular/ad hoc reporting on the real-time status of cases and case backlog.
  • Provides prompt follow-up to customers as needed to “close the loop”, inform customers of planned resolution, and maintain excellent customer service.
  • Maintains high level of confidentiality when handling sensitive information during the execution of departmental objectives.
  • May provide related clerical duties to include, but not limited to, copying, faxing, mailing, filing, etc.
  • Performs other departmental duties as assigned.

Qualifications

  • High school diploma or certification required; associate’s or bachelor’s degree preferred  

  • Minimum of 2 years of experience in a customer service role or administrative role that provided strong customer relations experience
  • Complaints processing experience and/or experience in the pharmaceutical industry is strongly preferred
  • Knowledge of principles and practices of organization, planning, records management and general administration
  • Proven ability to prioritize work assignments
  • Strong communication skills, verbal and written
  • Excellent interpersonal skills, including customer relations (both internal and external customers)
  • Excellent organizational and time management skills
  • Diligent follow-up skills and exceptional attention to detail
  • Ability to work independently with limited guidance and direction
  • Good analytical and problem-solving skills
  • Competency in MS Office and particularly in Excel
  • Ability to operate standard office equipment, including but not limited to, computers, telephone systems, copiers and fax machines
  • Ability to sit or stand for long periods of time
  • Manual dexterity required to operate office equipment, i.e. computers, phones, copy machine/printer
  • Ability to carry, handle and reach for objects
  • Ability to lift and pull up to 15 pounds

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