Customer Service Specialist (Veterinary Products

Job Tittle:
Veterinary Technical Solutions Specialist

Location:

Johns Creek, GA (Hybrid) Duration: 12-Month Contract

Work Schedule:

40 Hours/Week (Monday-Friday, approximately 8:00 AM - 5:00 PM EST) Work Arrangement:
Hybrid (3 days onsite, 2 days remote) Ideal Candidate Profile

The ideal candidate is a detail-oriented customer service professional with experience in regulated environments who can effectively manage complaint handling, reimbursement processing, and customer interactions while maintaining compliance with pharmacovigilance, GMP, and quality standards. They will be highly organized, collaborative, and capable of balancing excellent customer service with strict regulatory requirements.

Boehringer Ingelheim is seeking a Specialist, Veterinary Technical Solutions to support Veterinary Technical Solutions (VeTS) operations by managing customer service activities related to Adverse Events (AE) and Technical Product Complaints (TPC). This role requires strong customer service skills, attention to detail, and the ability to operate effectively within a highly regulated environment focused on pharmacovigilance, product quality, and compliance.

The successful candidate will collaborate with internal and external stakeholders, process customer reimbursements and product complaint activities, maintain business processes, and support departmental objectives while ensuring adherence to all regulatory and company requirements.

• Process and review suspect Adverse Event (AE) and Technical Product Complaint (TPC) customer service requests.
• Manage tasks related to:
• RAN requests
• Customer credits
• Product replacements
• Product pickups and returns
• SAP/GBS transactions
• Coordinate customer reimbursements and legal release documentation.
• Ensure proper handling of product returns, replacements, and credits.
• Manage departmental email inboxes and maintain associated documentation.

• Conduct research and gather information on relevant topics.
• Run database queries and prepare reports as requested by management.
• Participate in call analysis activities.
• Identify and report trends, product concerns, and customer issues.

Communicate effectively with:

• Customers awaiting reimbursements or credits
• Veterinary Technical Solutions (VeTS) teams
• Third-party vendors
• Pharmacovigilance teams
• Quality Assurance
• Warehouse operations
• Field Sales
• Customer Care teams

• Develop, maintain, and update departmental business processes.
• Support daily department operations and achievement of milestones, KPIs, and objectives.
• Ensure compliance with company policies and regulatory requirements, including:
• FDA regulations
• GMP standards
• Pharmacovigilance requirements
• Immediately report any observed compliance violations to management.
• Maintain high ethical and professional standards in all interactions.

• Associate's Degree in Business, Life Sciences, or a related field required.
• Bachelor's Degree preferred.

• Minimum 3 years of experience in one or more of the following:
• Customer Service
• GMP Compliance
• Regulated Pharmaceutical or Animal Health environments

• Experience working within validated systems.
• Basic proficiency with:
• Microsoft Office Suite
• Databases
• SAP experience in a validated environment preferred.
• Understanding of:
• Good Manufacturing Practices (GMP)
• Pharmacovigilance processes
• Complaint handling compliance requirements

• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• High attention to detail and quality-focused mindset.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage competing priorities.
• Demonstrated initiative, flexibility, and emotional self-control under pressure.
• Ability to balance regulatory compliance requirements with customer experience.
• Conflict resolution and stakeholder management capabilities.

• Basic understanding of veterinary practice procedures and issues.
• Knowledge of product stewardship principles and regulatory compliance environments.
• Hybrid work model with an expectation of 3 days onsite per week.
• Additional onsite attendance may be required for meetings, training, or business needs.
• Employees must be able to work onsite if remote connectivity issues occur.