Clerk Quality Unit / Complaints Management (m/w/d)

Children need special medicines that are good and easy to use - with this idea InfectoPharm was founded 37 years ago.

We are family-run and in Germany pioneering in the field of children's and youth medicines - are successful with more than 140 medicines and health products as well as other target groups. As a provider of life-saving medicines, we assume a special responsibility for the care of the population.

Through our close exchange with patients, doctors and pharmacists, we receive many impulses and ideas for new preparations. We have grown strongly in recent years, have established branches in Austria, Italy, UK and France and are active in more than 30 countries.

Many of our over 450 employees have been with us for a long time. You are keen to know and enjoy the personal and professional exchange on our modern company campus. You can feel the living and value-adding atmosphere when you enter the company – innovative ideas have room to unfold.

The growth and innovation strength is exceptional and sustainable - sales are currently around 300 million. € per year. All employees benefit from this, because in addition to interesting benefits, they are involved in the company's success. Quality Unit/Reklamationwesen (m⁠/⁠w⁠/⁠d)

Do you like to work structured, independent, but still like to work in the team? Do you like to communicate, keep an overview in stressful situations and cannot be rested? Then you will become employees of our Quality Unit's team of complaints. At this point, a mixture of versatile administrative tasks combined with pharmaceutical knowledge awaits you. Together with 2 other colleagues, you are in particular responsible for the processing of pharmaceutical-technical complaints, which mostly deal with pharmacies, and other customer feedback. Her working day begins each morning to collect the complaints received by mail, mail or telephone in the electronic database (Trackwise Digital®) by entering the input mask. In the next step, check the complaint patterns sent in. Do you see whether the associated complaint has already been detected in the database and check whether the complaint can be traced: Does the transmitted pattern really show the described quality deficiency (e.g. the lid of the bottle does not close properly or there are visible impurities in an actually clear liquid)? Are there any other vulnerabilities recognizable? They learn to assess the various complaints regarding their degree of severity and are in close contact with the superior. Sometimes an e-mail or a call to the pharmacy is also part of the complaint to clarify the facts. This contact is helpful not only for the successful processing of complaints, but also to ensure customer satisfaction and confidence in the customer. That is particularly important to us. They communicate with the manufacturers of medicines in Germany and abroad for further clarification of complaints. Communication takes place almost exclusively by mail and mostly in English. You will be supported by text blocks, artificial intelligence and of course also by your colleagues if you don't find the right words. Once the complaint has been processed, you will create the comments to the customer and, if necessary, to the authorities involved. You create Excel evaluations on complaints to get an overview of certain issues, for example which wage manufacturers are most affected or which problem occurs most often. They support the grading officer in various actions, for example in case of batch recalls, by coordinating, inter alia, the return of the medicines or preparing protocols. Within the scope of our activities for the counterfeiting of the medicines, check out the daily incoming messages and carry out an examination to see whether it is only a transmission error from the pharmacy or whether there is actually a counterfeiting and there is a need for action (age management). In addition, you will help to monitor our medicines as part of our stability: They check the incoming test results with respect to their conformity with the setpoints and transfer them to company-internal overviews. Daily agreements with colleagues will help you to prioritise the work for the day and, if necessary, to obtain the advice or support of colleagues. Everyone in the team works independently in the daily business. However, you remain in constant contact with colleagues and help each other. In this way, you can quickly clarify not only all the issues that arise, but also drive and improve the process. Knowledge from the pharmaceutical field is of course helpful for many tasks and facilitates the incorporation. But don't worry, even if you don't have any previous knowledge, the specialist vocabulary will suit you with time, and the colleagues will be happy to help you find your way around quickly.

You have a training as a PTA, CTA, laboratory or a commercial training and are open to specialist vocabulary First experiences from the pharmaceutical or food environment are desirable, but no need. They have good written English skills. We presumed very good German skills (C2). You control the MS Office package, especially Word and Excel

The welfare of our employees is our heart We pay 13 salaries, offer a company pension and participate in the company's success. With a mentor on your side, you will be incorporated. Your professional and personal development is important to us, because with us you should take responsibility. We live our slogan “knowledge works when we share it”. The doors are open and you become part of a team that is there for each other. We allow home office up to three days a week. Our chefs prepare our lunch at the restaurant level - at a low price. Coffee options, fruits and freshly pressed vitamin shots are free of charge. After work, there are many ways to do sports with colleagues. We have an indoor sports hall where, for example, football, badminton and yoga take place. Our own children's crib INKI, bicycle leasing, e-store station for your car as well as a washing and ironing service and much more. JOBV1_EN