Customer Service & Complaint Specialist

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