Customer Care Coordinator

3 weeks ago

Mississauga, Canada Novo Nordisk Full time

**Customer Care Coordinator**

Provides customer and information services (bilingual - French/English) to internal and/or external clients, coordinates activities needed to fulfil customer requests, collects and documents information on adverse events, complaints, and supplies administrative support within Customer Care, as assigned. Supports other areas of NNCI with various issue and marketing programs within compliance with regulations.

**Key Areas of Responsibilities**:
**Customer Service**:

- Responds to internal/external customers providing medical and technical information pertaining to Novo Nordisk (NN) marketed products
- Records customer enquiries and corresponding messages in the MIDAS system.
- Triages incoming enquiries to Medical, Sales and other internal personnel, as required.
- Collects and documents information pertaining to product complaints and initial information on Adverse Events in accordance with SOPs and regulatory requirements and handles product replacements or vouchers, as appropriate.
- Coordinates return of alleged malfunctioning products and devices to NNA/S on a weekly basis for follow-up investigation as per SOP.
- Forward complaint cases with a liability potential to Director, Product Safety, QA & Customer Care
- Identifies issues or trends in the marketplace, forwarding recommendations/solutions to the Director.
- Refers public relations or press inquiries to the Corporate Communications
- Implements product recall strategies under the direction of QA/RA.
- Executes Marketing programs upon request and compliant with regulations.

**Information Service**:

- Develops and maintains up-to-date knowledge on NN products and corresponding therapeutic areas
- Participates in the development of medical information documents (questions and answers or standard responses to questions, etc.) in collaboration with Director, Marketing, Medical as required
- Contributes to medical updates, device training or information for sales force, as needed.

**Administration**:

- Co-ordinates requests for products, literature, information, mailings, reply/sample follow-up letters and complaint replacements
- Administers and maintains the phone greeting messages, “on-hold” recordings, as needed
- Provides administrative support within the Customer Care, as required.

**Training**:

- Performs training sessions, as needed, and provides/develops associated training materials for NN staff and external contractors on specific topics and/or devices and to support specific initiatives as request/assigned by Director.

**Qualifications**:

- College Degree with relevant experience

**Preferred Experience Requirement**:

- 2 years telephone customer service experience

**Skills, Abilities & Knowledge**:

- Bilingualism (English and French) is required. You should have excellent written and communication skills, excellent customer service skills, strong time management.
- You should be proactive working with less supervision, should have intermediate proficiency in Microsoft word, Excel, Power Point.

**Working Condition**:

- Standard office environment

**Working at Novo Nordisk**:
We value our employees for the unique skills, backgrounds, and perspectives they bring to the table. We work continuously to help bring out the best in all our people, offering opportunities for development and creating an environment of mobility within the company. We strive to offer a workplace that’s great to be in and to be from.

**Internal Application Deadline**:June 30, 202 3

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.

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