Job Description

OBJECTIVE:

• To provide consumers and customers a platform to engage with Sanulac Nutritionals, process product concerns and information, and ensure timeous and appropriate responses to retain consumers for Infant Nutritional products.

MAIN DUTIES:

• Manage all customer quality/adverse event complaints and monitor corrective actions based on the findings.
• Reports on quality defects on a product including its labelling or packaging after finished products release by the Site Quality Head.
• Accurately enter the quality complaints into a database and maintain records.
• Evaluate the seriousness of the complaint.
• Write a concise report to report the complaint and prepare case summaries for regulatory submissions.
• Communicate and collaborate with the internal teams to address questions and concerns from the complaints.
• Arrange upliftment and replacement of complaint sample from the consumer.
• Send QC complaint forms to Clayville and France for investigations.
• Evaluate France complaint samples from consumers.
• Manage the Careline inventory, replenish samples stock, monitor expiry dates and FIFO principle ensuring no short-dated or expired samples are returned to Clayville for write-off.
• Provide monthly report to RA head for KPI analysis to Groupe Lactalis.
• Report Critical events to RA Head as they occur.
• Organise courier for uplifting and replacing product.
• Contacting retail to source product for consumers.
• Liaise with quality control – SA and France in order to close off the consumer complaint.
• Generate a revert to the consumer.
• Handle any repeat queries.
• Managing the consumer experience.
• Been knowledgeable in terms of infant milk formula product knowledge.
• Knowledge on preparation instructions for each infant formula brand and stage appropriate for the child’s age.
• Assist health care professions in terms of the Expert Community Network platform.
• General fielding of all Consumer contact via all platforms and directing them to the responsible person – stock requests, material requests, Medical Team visit requests, etc.

QUALIFICATIONS AND EXPERIENCE:

EDUCATION

• Tertiary education will be an added advantage
• Grade 12/NQF level 4

EXPERIENCE

• 2-3 Years’ experience in Customer Service / Adverse Event /Administration role essential

COMPETENCIES

• Customer service skills.
• Administrations skills, Attention to detail.
• Communication skills (verbal & written), Ability to work under pressure.
• Computer literacy (MS Office).
• Caring nature towards customers, self-managed, must be pro-active.

Required Skills

• Customer service skills.
• Administrations skills, Attention to detail.
• Communication skills (verbal & written).
• Ability to work under pressure.
• Computer Literacy (MS Office).
• Caring nature towards customers, self-managed, must be pro-active.

Duties & Responsibilities

• Manage all customer quality/adverse event complaints and monitor corrective actions based on the findings.
• Reports on quality defects on a product including its labelling or packaging after finished products release by the Site Quality Head.
• Accurately enter the quality complaints into a database and maintain records.
• Evaluate the seriousness of the complaint.
• Write a concise report to report the complaint and prepare case summaries for regulatory submissions.
• Communicate and collaborate with the internal teams to address questions and concerns from the complaints.
• Arrange upliftment and replacement of complaint sample from the consumer.
• Send QC complaint forms to Clayville and France for investigations.
• Evaluate France complaint samples from consumers.
• Manage the Careline inventory, replenish samples stock, monitor expiry dates and FIFO principle ensuring no short-dated or expired samples are returned to Clayville for write-off.
• Provide monthly report to RA head for KPI analysis to Groupe Lactalis.
• Report Critical events to RA Head as they occur.
• Organise courier for uplifting and replacing product.
• Contacting retail to source product for consumers.
• Liaise with quality control – SA and France in order to close off the consumer complaint.
• Generate a revert to the consumer.
• Handle any repeat queries.
• Managing the consumer experience.
• Been knowledgeable in terms of infant milk formula product knowledge.
• Knowledge on preparation instructions for each infant formula brand and stage appropriate for the child’s age.
• Assist health care professions in terms of the Expert Community Network platform.
• General fielding of all Consumer contact via all platforms and directing them to the responsible person – stock requests, material requests, Medical Team visit requests, etc.