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Customer Service & Complaint Specialist
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Tundra Technical Solutions
Remote
Full-Time
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Job Description
Customer Service & Complaint Specialist at Tundra Technical Solutions Customer Service & Complaint Specialist at Tundra Technical Solutions in North Metro, Georgia Posted in 3 days ago.
Type:
full-timeJob Description:
Customer Service & Complaint Specialist - (Specialist, Veterinary Technical Solutions) ???? Duluth, GA (Hybrid - 3 Days Onsite / 2 Days Remote) ???? 12-Month Contract | 40 Hours/Week A leading organization in the animal health industry is seeking a Specialist, Veterinary Technical Solutions to support customer service, adverse event, and technical product complaint processes in a regulated environment.Purpose & Accountabilities:
- Addresses, processes, and reviews suspect Adverse Event (AE) and Technical Product Complaint (TPC) related customer service tasks, including invoice tracking requests, credits, product pickups, replacements, and reimbursements as requested
- Processes customer reimbursements, legal releases, product returns, customer credits, and associated documentation
- Researches pertinent topics, runs queries, and prepares reports as requested by management
- Participates in call analysis and reports trends or issues involving product usage
- Effectively communicates with internal and external customers, distributors, third-party vendors, pharmacovigilance, quality assurance, warehouse, sales, and customer care teams
- Oversees development and maintenance of department business processes for assigned responsibilities
- Supports department activities and collaborates with team members to achieve milestones, KPIs, and objectives
- Performs all business activities in accordance with applicable regulations and company policies and procedures
- Demonstrates high ethical and professional standards in all business interactions
- Understands and applies relevant GMPs and maintains awareness of pharmacovigilance and complaint handling compliance requirements
Required Skills:
- Strong customer service background and experience working in validated systems
- Ability to balance customer service excellence with regulatory compliance requirements and product stewardship principles
- Working knowledge of Microsoft Office applications and databases
- SAP experience preferred
- Strong organizational, time management, and problem-solving skills
- Detail-oriented with a focus on quality and accuracy
- Excellent verbal and written communication skills with the ability to work effectively in a team environment
- Ability to work independently under pressure while demonstrating initiative, flexibility, and sound judgment
- Basic understanding of veterinary practice issues and procedures preferred
- Ability to manage conflict and balance business needs with customer-focused solutions
Education & Experience:
- Associate's degree in Business, Life Sciences, or a related field (Bachelor's degree preferred)
- Minimum 3 years of experience in customer service, GMP compliance, complaint handling, pharmacovigilance support, or a regulated environment
Work Arrangement:
- Hybrid schedule with approximately 3 days onsite and 2 days remote per week following training
- Team members may be required onsite as needed for meetings, training, or business needs
- Standard business hours: approximately 8:00 AM - 5:00 PM EST