The Opportunity
The Consumer Relations Quality Coordinator serves as the Voice of the Consumer for Abbott Nutrition, delivering exceptional consumer experiences, resolving product complaints, ensuring regulatory compliance, and protecting brand reputation through effective risk management and cross-functional collaboration.
reports as needed to keep up with the evolving needs of the business. Complete ad hoc requests as needed by the Sales Team.
Provide internal and externalsales managementwith the tools and real-time analytical capabilities to support sales strategies, execution and measurements. Capitalize on process synergies andautomationby partnering with internal departments and developing standardized, efficient and repeatable processes.
What You9ll Work On
- Deliver a high-quality consumer experience by applying expertise in Abbott Nutrition products, nutrition fundamentals, manufacturing processes, and marketing programs while gathering and documenting accurate information through effective communication across multiple contact channels.
- Manage product complaints from consumers, customers, healthcare professionals, and FSF representatives by documenting, investigating, escalating, and coordinating resolutions in compliance with quality and regulatory requirements.
- Partner with Quality Assurance, Medical Safety & Surveillance, and other cross-functional teams to communicate investigation outcomes, identify trends, support consumer resolutions, mitigate risk, and drive continuous improvement initiatives.
- Promote brand loyalty and consumer satisfaction while adhering to company guidelines and ethical standards.
- Apply sound judgment while ensuring compliance with FDA regulations, PCI requirements, company policies, SOPs, and best practices to balance consumer needs, business risks, and Abbott Nutrition's reputation.
- Utilize consumer engagement and quality systems, including Five9, TrackWise, Salesforce, chat, and social media platforms, to manage interactions, investigate complaints, analyze trends, and support reporting activities.
- Provide support in handling metabolic emergencies, product actions, recalls, media events, and other crisis situations, including participation in a rotating 24/7/365 on-call schedule.
Required Qualifications
- Bachelor's degree in Human Sciences, Nutrition, Business, Liberal Arts, or a related discipline.
- Excellent written, verbal, and presentation skills with the ability to communicate effectively across a variety of audiences.
- Customer service and contact center experience preferred.
- Understanding of Abbott Nutrition products, programs, and customer base.
- Demonstrated problem-solving, critical-thinking, and decision-making skills with the ability to balance consumer satisfaction, business needs, and brand protection.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Ability to perform successfully during crisis situations and periods of heightened business risk.
- Technical aptitude to work across multiple systems and technologies simultaneously.
- Proven ability to balance speed, accuracy, attention to detail, and service quality.
Accountability & Impact
- Serve as a key influencer of consumer and customer loyalty by ensuring accurate complaint resolution, documentation, and collaboration with Quality Assurance, Medical Safety & Surveillance, and Corporate Risk Management to support regulatory compliance and risk mitigation.
- Provide support during evenings, weekends, holidays, and crisis situations as needed, recognizing that inaccurate information or improper complaint handling may result in regulatory, legal, reputational, or consumer safety risk.
Apply Now
Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future.
The base pay for this position is
$55,300.00 6,700.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:ANPD Nutrition Products
LOCATION:United States > Columbus : 2900 Easton Square Place
ADDITIONAL LOCATIONS:
WORK SHIFT:Standard
TRAVEL:No
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
