Description
Summary- Support day-to-day operations related to the Customer Engagement Program (CEP) processes and inventory.
- Evaluate readiness of submitted CEP records for Safety review and/or Safety consultation, and guide CEP Owners on next steps in CEP procedure.
- Support effective CEP Review Board meetings by ensuring all necessary materials are ready; request materials needed from program owners and follow up as required.
- Facilitate CEP Review Board meetings and prepare minutes as needed.
- Provide responsive and accurate customer support to colleagues with questions or issues related to CEP processes; refer questions appropriately to members of the CEP team as required.
- Maintain e-mail archives related to CEP inventory and queries.
- Follow guidance and use standard tools related to CEP processes; provide feedback on these for continuous improvement.
- Use appropriate discretion in the management of information.
- Support information requests for CEP related inspections and audits.
- Liaise with other CEP resources (eg, BPO, validation lead) and other stakeholders.
- Participate in user testing of new technology related to CEP systems; provide feedback for continuous improvement.
- Expedite workflows related to CEP operations, and initiate and track follow-up when necessary.
- Generate routine and ad hoc queries/reports from the CEP Inventory System to support notification and analysis activities.
Qualifications
- Proficiency in Microsoft Office Suite (especially Excel) and other common technical tools required
- Proficiency in data management, data entry and/or business process management software
- Familiarity with fundamental concepts of filtering, queries, and logical operators for databases
- Bachelor's degree preferred
- Minimum 3 years' experience that demonstrates an ability to carry out data management functions proficiently and accurately and to complete quality work on a timely basis
- Minimum 2 years' experience managing complex information in a highly structured database
- Ability to understand complex processes and comply with detailed technical directions
- Detail-oriented with strong organizational skills and a proven ability to prioritize and work independently to complete quality work on a timely basis
- Excellent communication skills with an ability to respond with professionalism in verbal as well as written communications
- Ability to communicate and interact effectively with CEP customers and stakeholders at all levels
- Ability to work effectively and collaboratively with CEP work team
- Ability to take initiative within a strong team-oriented environment
- Excellent judgment as well as the ability to work with confidential documents and information and excellent follow-up skills
- Ability to anticipate issues/needs and to work proactively to address them
- Ability to work flexible hours (early AM, overtime, etc.) when needed"
- Proficiency in Microsoft Office Suite (especially Excel) and other common technical tools required
- Excellent communication skills with an ability to respond with professionalism in verbal as well as written communications.
- Bachelor's Degree and at least 3 years' experience