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Customer Care Coordinator Jobs
Company | Novo Nordisk |
Address | Mississauga, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Pharmaceutical Manufacturing |
Expires | 2023-07-13 |
Posted at | 11 months ago |
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.
- Records customer enquiries and corresponding messages in the MIDAS system.
- Forward complaint cases with a liability potential to Director, Product Safety, QA & Customer Care
- Refers public relations or press inquiries to the Corporate Communications
- Coordinates return of alleged malfunctioning products and devices to NNA/S on a weekly basis for follow-up investigation as per SOP.
- Triages incoming enquiries to Medical, Sales and other internal personnel, as required.
- Implements product recall strategies under the direction of QA/RA.
- Executes Marketing programs upon request and compliant with regulations.
- 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.
- Responds to internal/external customers providing medical and technical information pertaining to Novo Nordisk (NN) marketed products
- Identifies issues or trends in the marketplace, forwarding recommendations/solutions to the Director.
- 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
- Develops and maintains up-to-date knowledge on NN products and corresponding therapeutic areas
- Contributes to medical updates, device training or information for sales force, as needed.
- Administers and maintains the phone greeting messages, “on-hold” recordings, as needed
- Provides administrative support within the Customer Care, as required.
- Co-ordinates requests for products, literature, information, mailings, reply/sample follow-up letters and complaint replacements
- 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.
- College Degree with relevant experience
- 2 years telephone customer service experience
- You should be proactive working with less supervision, should have intermediate proficiency in Microsoft word, Excel, Power Point.
- Bilingualism (English and French) is required. You should have excellent written and communication skills, excellent customer service skills, strong time management.
- Standard office environment
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