Consumer Relations Quality Coordinator - Columbus, OH

Abbott; Columbus (OH); On-site; USD 55,000 - 111,000; Full time

Benefits offered by this job

Career development

Health coverage

Retirement plan

Tuition reimbursement

FreeU education benefit

Job summary

Abbott Nutrition is seeking a Consumer Relations Quality Coordinator to act as the Voice of the Consumer, resolving product complaints and ensuring regulatory compliance. You will collaborate with Quality Assurance, Medical Safety & Surveillance, and Corporate Risk Management to protect brand reputation while supporting cross-functional teams.

The role requires a Bachelor's degree and strong communication, problem-solving, and crisis-management skills.

Qualifications

• Bachelor's degree required or related field.
• Strong written, verbal and presentation skills.
• Customer service experience preferred.
• Understanding of Abbott Nutrition products and customer base.
• Ability to balance consumer needs with business priorities during crises.

Responsibilities

• Deliver exceptional consumer experiences across multiple channels.
• Manage product complaints with documentation, investigation, escalation and resolution.
• Collaborate with QA, Medical Safety & Surveillance, and Risk Management to mitigate risk.
• Promote brand loyalty while adhering to guidelines and ethics.
• Support in handling crises and participate in on-call rotations.

Skills

Communication

Customer service

Problem solving

Crisis management

Multi-tasking

Technical aptitude

Education

Bachelor's degree in Human Sciences/related

Tools

Five9

TrackWise

Salesforce

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

About Abbott

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow to keeping adult bodies strong and active. Millions of people around the world count on our leading brands - including Similac®, PediaSure®, Pedialyte®, Ensure®, and Glucerna® - to help them get the nutrients they need to live their healthiest lives.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to :

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

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 external sales management with the tools and real-time analytical capabilities to support sales strategies, execution and measurements. Capitalize on process synergies and automation by partnering with internal departments and developing standardized, efficient and repeatable processes.

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.

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.

Abbott is an Equal Opportunity Employer, committed to employee diversity.

The base pay for this position is $55,300.00 - $110,700.00. In specific locations, the pay range may vary from the range posted.