Operations Support Complaint Coordinator

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Operations Support Complaint Coordinator

Working at Abbott

At Abbott, You Can Do Work That Matters, Grow, And Learn, Care For Yourself And Family, Be Your True Self And Live a Full Life. You’ll Also Have Access To

• Career development with an international company where you can grow the career you dream of .
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
  
  

The Opportunity

The position of Operations Support Complaint Coordinator is within our Toxicology unit located in Portsmouth, Virginia at Instant Technologies. In this role, you will maintain accurate service issue (complaint) records to include, logging, escalating to the responsible Department Manager/Designee for investigation, routing to finance for crediting or inventory corrections, and for orchestrating any requests and follow up actions needed such as courier claims/tracers. You will also be the main source for communications (internally and externally) relating to service issues, RMA’s, courier returns, and shall ensure service issue records are accurately submitted for final review within a timely manner.

What You’ll Work On

• Responsible for logging, updating and maintaining accurate logs to represent accurate data, up until the complaint is ready for review and closure-now to close.
• Responsible the routing of service issue complaints to the proper Department Manager so the investigation and actions taken can be documented and logged-closing for most managers until training is conducted. Also, to close Customer & Courier Return service issues.
• Primarily responsible for communication (internal and external) pertaining to open/pending complaints request and through the group email box.
• Issuing RMA’s/ Call Tags for requested returns- no later than 3 days following receipt of request, as well as responding to representative status request, related to an RMA.
• Alerting Finance to process service issue credits relating to non-product returns and for the review of credit/return request processed by finance and following the completion.
• Notifying management of any unusual/reportable findings that may be nonconforming.
• Working with Ops support manager to assist with request and inquiries to ensure department compliance.
• Notifying the QA of product performance related returns and for the logging actions following the Ops Support Inventory Coordinators inspection and receipt into SAGE.
• Responsible for the organization of all service issue files, which are to be kept in a neat, organized fashion and identified at all times, up until turnover for closure following completion of the investigation findings.
• Assist the Ops Support Manager with any additional request relating to training, Safety, personnel files, and or the additional task of the other department.
• Issuing QI’s and CAPA’s when trends are identified within service issues. To also include perform QI investigations and corrective actions as needed.
• Cut corners and scan pick sheets onto H drive for use in investigations of service issues.
• Scan BOL’s (for freight orders) to finance for billing. Add to H drive in proper folders.
• Track Courier Returns monthly sending excel spreadsheet to members of management for review.
  
  

Required Qualifications

• High school education
• Good documenting, organizational, and verbal/written communication skills
• Able to prioritize workloads and meet deadlines under pressure
• Knowledge of Microsoft Office Suite (Word, Excel, Power Point)
• Intermediate Excel Data pivot table skills
  
  

Preferred Qualifications

• Intermediate to advanced Excel Data Skills
• High attention to detail and accuracy
• Ability to prioritize and manage time effectively
• Ability to maintain a safe work environment
• Excellent problem-solving and interpersonal skills; ability to display sound judgment
  
  

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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The base pay for this position is $22.15 – $44.35 per hour. In specific locations, the pay range may vary from the range posted.