Joining AbbVie means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada.

When choosing your career path, choose to be remarkable.

AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, vision care, virology, women’s health , and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio.

The Customer Relations Analyst (CRA) is responsible for the management of customer product complaints and inquiries in a timely and efficient manner.  The CRA will liaise with Quality Assurance (QA), Medical Information Team, Marketing or Sales Teams.  

The CRA receives temperature excursion assessment requests from customers or 3PL (direct shipments) and assigns to QA. Upon completion of assessment by the QA team the CRA communicates the product disposition to the customers. Additionally, he/she supports QA in obtaining follow-up information from customers.  

The CRA also coordinates compassionate/special customer requests with marketing.  

Main responsibilities:  

• Manage customer inquiries and complaints via e-mail, fax and telephone communication in a professional manner. 
• Assures adverse events are reported to the Pharmacovigilance team in accordance with Policies and Procedures  
• Assures quality complaints on AbbVie products are reported  
• Receives medical questions and routes the requests to medical department. 
• Receives temperature excursion assessment requests, evaluates if it is a direct AbbVie Shipment or an excursion at Customer level. Follows established procedure based on incident.  
• Update various statistical reports required for monthly KPI reporting 
• Respond to calls from a call center queue quickly and efficiently. 
• Continually challenges key customer processes to introduce new efficiencies and improve value and customer service levels. 
• Communicates key customer complaints, trending data and issue resolution to manager. 
• Escalates high impact and timely sensitive complaints as needed.  
• Adheres to department documents, policies and procedures, by ensuring that required training and/or documentation is completed, correct revisions are in use, policies and procedures are understood, and training records are maintained and controlled according to validated procedures.