Consumer Relations Quality Coordinator - Columbus, OH
Abbott
Summary
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.
Job description
What You'll 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.
Requirements
- 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.
Benefits
- Medical coverage
- Retirement savings plan
- Tuition reimbursement
- Student debt program
- Education benefit
Company overview
Abbott Laboratories is a global healthcare leader with a 135-year legacy of innovation, dedicated to helping people live healthier, fuller lives through life-changing technologies and products. Headquartered in Abbott Park, Illinois, the company operates in more than 160 countries with a workforce of approximately 114,000 professionals. Abbott's diversified portfolio spans four core business segments: medical devices, diagnostics, nutrition products, and branded generic pharmaceuticals. The company is particularly renowned for its groundbreaking medical devices including cardiovascular technologies, diabetes management systems like the FreeStyle Libre continuous glucose monitor, neuromodulation devices for chronic pain, and the AVEIR DR dual chamber leadless pacemaker system. In diagnostics, Abbott has been instrumental in developing critical tests, including the first licensed HIV test in 1985 that helped secure blood supply safety. The company's nutrition division produces leading infant formulas like Similac, while its pharmaceutical business provides quality branded generic medicines. Abbott consistently ranks among Fortune's Most Admired Companies and maintains a strong commitment to sustainability and corporate responsibility, making it a trusted partner in advancing global healthcare.