Job Description

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. Wexe2x80x99re looking for people who are determined to make life better for people around the world.The purpose of the Product Quality Complaints Specialist is to maintain high standards of customer service and product quality that our company is known for. Agents will work with our medical information agents and will focus on addressing and resolving product quality complaints and drug safety reporting.Primary Responsibilities: This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any role/position can change over time and can include additional responsibilities not specifically described in the job description. Consult with your supervisor regarding your actual job responsibilities and any related duties that might be required for the role/position.

• Receive and respond to product complaints from customers via phone, email, and other communication channels in a professional and timely manner.
• Document, classify and process complaints according to established guidelines and procedures.
• Conduct initial assessments of complaints and follow troubleshooting requirements to determine complaint nature and required follow-up action.
• Coordinate with relevant departments to investigate and resolve complaints, ensuring that customers receive accurate and comprehensive information.
• Follow up with customers to provide updates on the status of their complaints and ensure satisfactory resolution.
• Maintain detailed and accurate records of all complaints and interactions in the companyxe2x80x99s customer response database.
• Identify trends and patterns in complaints to help improve products and services.
• Stay informed about product specifications, resources, company policies, and industry regulations to provide accurate information and support to customers.
• Participate in training programs to stay updated on product knowledge, complaint handling procedures, and customer service best practices.
• Adhere to all company policies, procedures, and ethical standards while performing job duties.
• Integrate compliance into daily activities, comply with any corrective actions & cooperate with investigations, monitoring and audits when required.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.#WeAreLilly

Eli Lilly