Veterinary Customer Response Associate with German
3 miesięcy temu
At Elanco (NYSE: ELAN) – it all starts with animals
As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose – to advance the health of animals, people, the planet and our enterprise.
At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.
Making animals’ lives better makes life better – join our team today
Position Description:
The role of the Elanco Solution Center (ESC) Veterinary Customer Response Associate is to be the first line customer contact for all customer enquiries by phone and e-mail. Examples of such enquiries include product technical enquiries, possible adverse events or product complaints. Associates will submit and follow-up suspected adverse events and product complaints in accordance with Elanco global and local guidelines.
Also, the ESC Veterinary Customer Response Associate will support Sales and Marketing activities, as well as providing administrative support for ad hoc projects during the periods of the year when the workload related adverse events and products complaints allows (outside of parasitic season).
Functions, Duties, Tasks:
Receive inbound calls, e-mails or report forms from current and potential customers, ( veterinarians, pharmacists, animal owners etc) and Elanco personnel. Examples of such enquiries include technical enquiries, adverse events, product complaints, product return/refund, or compensation.Place outbound follow-up emails and calls when required to acquire additional information.Answer questions and provide information based on relevant product documentation, training materials and Quality Documents, FAQ data bases, SPCs (Summary of Product Characteristics), package leaflets and material provided.Assist customers with any issues regarding to Elanco products and document any adverse event or product complaint reported in the Elanco PV system in accordance with policies and regulations.Ensure the timely reporting of high quality, accurate, complete adverse event and product complaint reports, obtaining additional information as required.Meet Quality Assurance Requirements and other key performance metricsWorking closely with the DACH Sales & Marketing Managers to ensure timely, effective, and optimized execution across multiple touchpoints of Sales and Marketing activities in the DACH. Admin support on ad hoc projects, such as developing marketing materials, following up on market surveys and sales analyses.Minimum Qualification (education, experience and/or training, required certifications):
Veterinary nurse (veterinary technician) Bachelor in science / Bachelor in any disciplineMultilingual required – Fluent written and verbal communication skills in German and English.Excellent interpersonal, written and oral communication skillsExcellent listening skills and the ability to ask probing questions, understand concerns.Demonstrated ability to understand, interpret and impart technical / scientific knowledge at appropriate levels, and flexibility to learn about new products / diseases.Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers.Strong sense of personal accountability, attention to detail and compliance mindsetAdditional Preferences:
Demonstrated experience in customer service and pharmacovigilance.Ability to work in global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external team membersWe offer:
Career at one of the leading global animal healthcare companiesHybrid work typeOffice located in the center of Warsaw (Rondo Daszynskiego)Extra days offFlexible working hoursSports cards (Multisport), private medical care, life insuranceEmployee Referral ProgramOpen and inclusive environment which is supportive and welcoming of all diversity strandsAnimal-Friendly officeTheatre tickets discountsLanguage learning platform-
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