at Merck in Dover, Delaware, United States
Job Description
Job Description
Our Animal Health Research Laboratories team work tirelessly to invent solutions to improve the health and wellbeing of animals. Our state-of-the-art research facilities create an environment of innovation that enable us to create breakthrough science changing the way we approach animal health challenges.
Key responsibilities include and are not limited to the following:
+ Telephone Support & Triage for Technical Inquiries and Complaint Handling – 70%
+ Handling phone calls to the Technical Services 800-line, faxes, written correspondence, e-mail and website inquiries from veterinarians, pet owners, our company and distributor sales representatives and breeders regarding questions pertaining to on-label product indications and usage and competitor product comparisons.
+ Handling and processing all complaints not requiring veterinary intervention, including product quality complaints and selected categories of efficacy and adverse reaction complaints.
+ Identifying trends and initiating product testing procedures to help resolve product complaints.
+ Tracking all complaints requiring product testing through Global Quality and following up with the customer.
+ Retrieving, processing and following-up on all product complaints submitted by our after-hours agencies.
+ Assisting pharmacovigilance veterinarians in processing and following through on product complaints, including:
+ Correspondence with customers/pet owners.
+ Uploading correspondence/medical records into the complaint database.
+ Reviewing medical records for accuracy and forwarding to PV Veterinarians.
+ Reviewing compensation requests.
+ Processing check requests.
+ Contacting complainants for follow-up and updating the complaint database.
+ Quality Assurance associated with Product Complaints – 15%
+ Serving as the primary contact for product quality issues, product testing procedures and warranty issues.
+ When appropriate, initiating the return of product samples from the field for quality assurance testing, ensuring timely return of the product, forwarding samples to Global Quality and initiating return of samples for destruction when appropriate.
+ Uploading quality assurance testing results into the complaint database and following up with the complainant.
Marketing and Sales Responsibilities 5%
+ Representing our company’s Animal Health at veterinary conventions or meetings.
+ Attend continuing education seminars at veterinary conventions and sharing that information with intra- and interdepartmental with our company’s personnel.
+ Contacting sales representatives on potential sales leads.
+ Notifying marketing managers/directors when receiving feedback on our company or competitive product information or trends in the veterinary marketplace.
Miscellaneous Responsibilities 10%
+ Assist with special projects, such as diagnostic testing programs when assigned.
+ Provide administrative support for the veterinary school program (if needed).
+ Provide support to sales training when requested.
+ Provide administrative or training support at meetings or national sales meetings.
+ Provide pharmacovigilance data & reports if requested
Qualifications
Education:
BA/BS with a minimum of 1 year experience in the veterinary field preferred
+ Alternatively:
+ Associates degree (biological sciences preferred) with 3 years of veterinary related work experience or
+ RVT/CVT/LVT with 2 years related work experience or
+ 5 Years work experience in Pharmacovigilance and/or experience in the field of Animal Science and/or companion animal customer care.
Required Experience:
+ Minimum 1 year Pharmacovigilance experience and/or experience in the field of Animal Science.
+ Must have strong computer skills including experience in Word, Excel, Outlook, and working with databases, etc.
+ Must have strong communication skills, both verbal and written, interacting with various levels within the business as well as external customers.
Preferred Experience:
+ Experience working with product knowledge, database fundamentals, and internal and external compliance regulations.
+ Knowledge of parasiticide products within the animal health industry
+ Previous experience working in a call-center or customer service.
NOTICE FOR INTERNAL APPLICANTS
In accordance with Managers’ Policy – Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.
Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)
Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)
US and Puerto Rico Residents Only:
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We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088\EEOC\KnowYourRights\10\20.pdf)
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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.
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**U.S. Hybrid
