Dechra · 16 hours ago

Product Support Coordinator

Overland Park, KS

Full-time

Remote

Mid Level

3+ years exp

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Kristen Spencer

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Responsibilities

Receive general product inquiries and customer support calls to Dechra that may arise from the usage of Dechra products. Calls may come from veterinarians, veterinary technicians, pet owners, distributor personnel, or Dechra personnel. Calls may involve product information, use, product complaints, adverse events, unexpected responses to treatment, perceived lack of efficacy, and product or package defects.

Help manage primary veterinary technical support email account. Emails may come from veterinarians, veterinary technicians, pet owners, distributor personnel or Dechra personnel. Emails may involve general company and non-technical product inquiries, customer support requests, and/or product defects.

Document appropriate calls in the Dechra pharmacovigilance system (PV Works), assess causality when possible, and implement follow-up procedures to ensure closure of all calls and complaints received.

Communicate customer issues with the Quality, Sales, and Marketing Departments.

Provide administrative support to Veterinary Services Department.

Other duties as assigned.

Qualification

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Veterinary experienceMS OfficePharmacovigilance database

Required

Minimum of 3 years' in companion animal veterinary setting

Excellent computer skills, with proficiency in MS Office (Outlook, Word, PowerPoint, Excel)

Ability to discuss technical information with the veterinary community and provide the appropriate level of empathy, professionalism, and exemplary customer service

Excitement to work in a hands-on entrepreneurial work environment

Effective oral and written communicator

Detail oriented

Ability to travel as required - often up to 25%