Associate - Product Quality Complaint (Contract)

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.

The purpose of the Associate - Product Quality Complaints is to maintain the high standards of customer service and product quality that our company is known for. Agents will work with our medical information agents and will focus on addressing and resolving product quality complaints and drug safety reporting.

Primary Responsibilities: This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any role/position can change over time and can include additional responsibilities not specifically described in the job description. Consult with your supervisor regarding your actual job responsibilities and any related duties that might be required for the role/position.

• Receive and respond to product complaints from customers via phone, email, and other communication channels in a professional and timely manner.
• Document, classify and process complaints according to established guidelines and procedures.
• Conduct initial assessments of complaints and follow troubleshooting requirements to determine complaint nature and required follow-up action.
• Coordinate with relevant departments to investigate and resolve complaints, ensuring that customers receive accurate and comprehensive information.
• Follow up with customers to provide updates on the status of their complaints and ensure satisfactory resolution.
• Maintain detailed and accurate records of all complaints and interactions in the company’s customer response database.
• Identify trends and patterns in complaints to help improve products and services.
• Stay informed about product specifications, resources, company policies, and industry regulations to provide accurate information and support to customers.
• Participate in training programs to stay updated on product knowledge, complaint handling procedures, and customer service best practices.
• Adhere to all company policies, procedures, and ethical standards while performing job duties.
• Integrate compliance into daily activities, comply with any corrective actions & cooperate with investigations, monitoring and audits when required.

Minimum Qualification Requirements:

• Bachelor’s degree in a Pharmacy OR health related field (preferably foreign degrees)
• At least one-year working experience or relevant experience preferred.
• Language Capabilities – Excellent English (read, write, conversation)
• Computer literacy – familiar with MS Words and Excel