Allergan Product Complaints Representative II in Austin, Texas

Product Complaints Representative II

Austin, Texas, United States at

Jul 30, 2018Post Date

182081Requisition #

Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

Under general direction, The Pharmaceutical Complaint Specialist is responsible for handling inbound/outbound call inquiries, obtaining pertinent information, and creating cases for eligible complaints. Additionally, Responsibilities include: responsible for processing complaints received by email and postal mail, retaining knowledge pertaining to over 40 products, and providing compensation of non-medical and adverse event cases. Under general supervision, QA complaint Specialists process patients’ and doctors’ requests related to product quality complaints in a timely, accurate and professional manner. Their objective is to promote the growth of a strong customer base through creating positive customer interactions and building strong customer relationships.

Main Areas of Responsibilities

  • Answers a minimum of 10 incoming calls per day. Answers telephone, written, or email inquiries on Allergan products, including, but not limited to, ingredients, availability, usage, and indications. Maintains good call quality and a high accuracy rate. Demonstrates excellent written and communication skills when communicating with internal and external customers. Exhibits multitasking skills assisting with projects as required. Training new hires in product knowledge and system processes. Manages inventory list of office supplies such as letterhead, envelops, printer paper, etc. Escalates work or tasks to Pharmaceutical Representatives to allow the department to reach deadlines set in place by global and local policies and procedures.

  • Independently develops and writes letters to customers on inquiries and non-medical complaints that are written at a level of expertise that can represent the high quality of standards mandated by the department and the corporation. Requests additional information when necessary so that customers' concerns may be addressed appropriately.

  • Receives and processes product complaints on pharmaceutical products. Assesses the need for, and, if appropriate, provides, processes, documents, and coordinates efforts to replace product or provide compensation to customers for all Allergan Pharmaceutical Drugs. The decision-making is based upon information gathered from the customer (including end-users, health care practitioners, marketing, and sales personnel), as well as coordination with manufacturing QA departments. Complaint processing and documentation need to meet current Good Manufacturing Practices standards, and a high quality service to Allergan consumers is essential to maintain the philosophy of the corporation, customer satisfaction and good will

  • Responsible for maintaining the quality processes associated with product complaint handling, procedures and controls to ensure that all complaints are processed in accordance with established company procedures and GQP-08-05. Obtains adequate information from incoming calls, emails, letters, and faxes to ensure proper documentation, investigation, and closure of each complaint. Ensures all required information is obtained and properly documented to make sound regulatory reporting decisions. Responsible for ensuring personal and company compliance with all Federal, State, local, and company regulations, policies, and procedures for Health, Safety, and Environmental compliance.

  • Works in conjunction with others in the department to ensure the smooth and timely handling of all customer inquiries and non-medical complaints. Coordinates fact-finding efforts with Quality Assurance on reportedly defective or damaged product for the purpose of analyzing physical product defects, levels, and trends. Also coordinates laboratory analysis of customers' complaint units with QA so that timely and accurate responses may be quickly provided to the complainants. Provides assistance in tracking of domestic QA special projects, such as product recalls, field corrections, and field surveys

  • Performs other duties to ensure the smooth functioning of the department, including: Organizes, maintains, and improves product information files so that job functions are performed accurately and efficiently. Maintains and circulates throughout the department pertinent product information. Maintains and upgrades knowledge and awareness related to company and competitor products by reading current literature, interviewing appropriate personnel, attending meetings, workshops, and/or formal classes. Assists in updating department training program on product information.

Preferred Skills/Qualification

  • Essential Skills and Abilities

  • Establishes and maintains effective relationships with management, co-workers, subordinates and customers; successfully builds support for ideas without use of hierarchical power; demonstrates personal integrity. Manages feelings constructively rather than allowing them to dominate and undermine performance; exercises tact and diplomacy; good self awareness; accepts constructive criticism and feedback and uses suggestions to best advantage; considers the human side of problems as well as the technical side. Works well in a team effort; shows willingness to take on new approaches and additional responsibilities; provides information and/or assistance to others; strives for a win/win outcome.

  • Communication Skills

  • Articulates ideas in a clear, concise and persuasive manner; professional podium skills; displays appropriate assertiveness when advocating point of view; actively listens to others; encourages and listens to input before taking action; provides relevant and timely information to management, co-workers, subordinates and customers; prepares concise, easily read and understood reports and recommendations; selects most appropriate means of communication. Provides meeting leadership, management and facilitation.

  • Decision Making

  • Uses good judgment to make effective decisions within appropriate timeframes. Knows when to consider the big picture and when to reduce issues to component parts; evaluates alternatives and solutions thoughtfully, objectively and quickly before making decisions; makes tough and even unpopular decisions when necessary. Trustworthy; stands up for convictions and values.

  • Execution/Results/Process Improvement

  • Anticipates, understands the totality of a business initiative and sees clearly what needs to be done and how to achieve it; consistently delivers on commitments. Demonstrates flexibility of thinking. Anticipates, understands and addresses changing needs. Creates new approaches that are turned into realistic plans and results. Deals well with ambiguity. Searches out challenging opportunities to change, grow, innovate and improve systems and processes. Instills commitment to environmental and safety awareness in daily work activities.

  • Customer Satisfaction

  • Clearly defines internal and external customer and supplier expectations, needs and wants. Responds to customers' needs in a timely and courteous manner; takes initiative to properly identify and resolve customer concerns; seeks customer feedback; takes customers' interests into account when making decisions.


  • A High school diploma, with three to five years of previous experience, in customer service or in a clinical setting and/or equivalent combination of education and experience.

Equal Employment Opportunity Employer

Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.