Product Support Coordinator

Product Support Coordinator

Job Introduction

Thanks for checking out our vacancy, we're delighted you want to learn more about Dechra!

Dechra is a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide.

Here at Dechra, our values are embedded within our culture and thrive within our family of almost 2000 colleagues globally. From manufacturing to marketing, (D)edication, (E)njoyment, (C)ourage, (H)onesty, (R)elationships and (A)mbition are at the heart of our everyday operations and the way we do business

The Opportunity

The Product Support Coordinator plays a crucial role in ensuring customer satisfaction and operational efficiency by providing expert support for the Dechra product range. This position serves as a key liaison between customers, sales teams, and technical departments, addressing inquiries and resolving issues. The coordinator is responsible for maintaining up-to-date knowledge of veterinary products, troubleshooting technical concerns, and ensuring compliance with company standards and FDA regulations. By providing outstanding support and fostering strong collaborative relationships, the Product Support Coordinator plays a crucial role in the product line's success and growth.

Role Responsibility

So, what will you be doing? This role has a broad and varied scope and the successful candidate will have responsibility for duties including:

Customer Support

• Receive general product inquiries and customer support calls regarding Dechra products that may arise from their use. Calls may come from veterinarians, veterinary technicians, pet owners, distributor personnel, or Dechra personnel. Calls may involve product information, usage, product complaints, and defects with products or packages.
• Ensure that all customer issues are addressed in a professional, empathetic, and timely manner, managing any escalations as necessary.
• Assist in managing the primary veterinary technical support email account. Emails may come from veterinarians, veterinary technicians, consumers (pet owners), distributor personnel, or Dechra personnel. Emails may involve general company inquiries, non-technical product questions, customer support requests, and/or reports of product defects.

Documentation & Case Management

• Accurately document appropriate calls in the Dechra pharmacovigilance system (PV Works) and implement follow-up procedures to ensure the closure of all calls and complaints received.
• Track open cases and ensure all inquiries or complaints are resolved and closed, following up with customers as needed.
• Regulatory Compliance
• Stay informed about industry regulations to ensure that all advice, product use, and consultations comply with veterinary regulatory standards.
• Ensure that any product defects related to product use are correctly documented and reported to the appropriate authorities as required.

Collaboration with Internal Teams

• Communicate customer issues with the Quality, Sales, and Marketing Departments.
• Administrative Support
• Assist the Veterinary Medical Affairs Department with administrative tasks related to product support, including preparing documentation and updating the PHPKB Database.

Other Duties as Assigned

• Perform other product support-related tasks as directed by management, including special projects or training support.

The Ideal Candidate

Here at Dechra we pride ourselves on being an inclusive employer and we embrace candidates from all walks of life. We're particularly excited to hear from those who have/are:

• High School Diploma required
• Minimum of 3 years' experience in a companion animal veterinary setting
• Excellent computer skills, with proficiency in MS Office (Outlook, Word, PowerPoint, and Excel)
• Ability to work and perform in a team-based/call center environment
• Effective oral and written communicator
• Detail-oriented and problem-solving skills
• Ability to travel as required - often up to 10%
• Embraces change and views challenges as business opportunities

About the Company

As a people first values-based culture, we provide free weekly wellness sessions focused on our employee's physical and mental wellbeing, and flexible work arrangements. We offer a generous employer 401k match and an other incentives for long-term financial wellness. Our full array of health, financial and voluntary benefit programs are what you would expect from a recognized Best Place to Work.