Associate- Product Intelligence

Job description

Main Responsibilities The main responsibilities of the role include, but are not limited to, the following: Customer Query Handling & Product Information Support Handle customer queries related to product information, regulatory documentation, compliance declarations, and product-level supporting evidence, ensuring timely and accurate responses. Manage routine and moderately complex queries independently, using approved templates, available documentation, and defined guidance. Escalate complex or non-standard queries to the Team Lead / Specialist with clear context, missing inputs, and proposed next steps. Regulatory Documentation & Product Information Management Retrieve, validate, and compile relevant product information, regulatory documents, declarations, technical documents, and supporting evidence required for customer responses from document lake/supplier portal. Check availability, completeness, and consistency of product-related documents and ensure information shared is aligned with defined documentation standards. Identify missing, outdated, or inconsistent documents and coordinate follow-ups with internal stakeholders or suppliers for closure. Data Integrity, Documentation & System Discipline Maintain accuracy and completeness of product information, customer responses, supporting documents, and activity records in relevant systems, trackers, and repositories. Ensure documentation, responses, and follow-up records are maintained in structured formats to support traceability, service visibility, and reporting. Follow defined work instructions, checklists, approval steps, and documentation standards to ensure consistent and compliant execution. Quality, Service Governance & Team Enablement Perform quality checks on responses, data entries, documentation attachments, and supporting evidence to ensure completeness and correctness before closure. Support service governance by maintaining accurate trackers, highlighting recurring issues, and providing timely updates for visibility and reporting. Guide Product Intelligence Support Associates / Interns on defined activities, including documentation checks, tracker updates, basic query handling, and process adherence. Contribute to process improvements by adopting updated templates, checklists, guidance documents, and digital ways of working as the Product Intelligence process matures. Stakeholder Coordination & Customer Service Collaborate with internal teams within GBS, Product Intelligence, Product Stewardship & Regulatory Affairs, Quality, Procurement, and other stakeholders to obtain required inputs for query resolution. Support direct customer interactions where required, ensuring communication is clear, professional, and aligned with agreed response standards. Maintain disciplined follow-ups on pending inputs, open queries, and dependencies to ensure timely service delivery and closure. Qualification & Skills Education & Experience Bachelor’s or Master’s degree in Science, Chemistry, Environmental Sciences, Life Sciences, Regulatory Affairs, Business, or a related discipline. 1+ years of relevant experience in Product Intelligence, Product Stewardship, Regulatory Affairs, customer query handling, regulatory documentation, product documentation, or service delivery operations. Prior experience in roles involving direct customer interaction at regional or global level, product documentation support, or customer service coordination will be preferred. Product Information & Documentation Capability Good understanding of product information, regulatory documentation, compliance declarations, customer documentation expectations, and product-level supporting evidence. Ability to interpret customer documentation requests and prepare accurate, complete, and consistent responses using approved templates and defined guidance. Working knowledge of documentation repositories, supplier documentation, product information systems, or customer information request workflows is an advantage. Execution, Quality & Analytical Skills Strong attention to detail with the ability to follow structured processes, checklists, and documentation standards consistently. Ability to manage multiple customer queries, track progress, follow up on dependencies, and meet expected service timelines. Structured problem-solving mindset with the ability to identify gaps, correct errors, highlight recurring issues, and support preventive actions. Communication & Stakeholder Skills Good written and verbal communication skills in English, with the ability to manage customer-related communication professionally and clearly. Proficiency in a foreign language is an added advantage. Proven ability to coordinate with local/regional stakeholders, internal teams, and suppliers to obtain required information and resolve queries. Customer-centric mindset with focus on responsiveness, clarity, practical resolution, and professional stakeholder engagement. Digital & Systems Capability Comfortable working with enterprise systems, workflow tools, document repositories, trackers, and email-based request management. Proficiency in MS Office, especially Excel, is required. Hands-on experience with MS CRM systems or similar customer/query management platforms will be an added advantage. Open to using digital and AI-enabled tools to improve response quality, service visibility, automation, and productivity. Work Environment & Flexibility Willingness to work in fixed and rotational shifts, including night shifts, based on operational requirements. Adaptable to fast-paced service environments and hybrid/office-based working models. Demonstrates professionalism, accountability, ownership, learning agility, and continuous improvement mindset.