Customer Service Coordinator

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced and dynamic environment? We are looking for a Customer Service Coordinator to join our Quality Assurance & Pharmacovigilance team at Novo Nordisk. If you are ready to make a positive impact and ensure our customers feel supported and confident, read on and apply today for a life-changing career.

The Position

As a Customer Service Coordinator, you will oversee the coordination and training of internal and external teams in daily activities, on-call duties, and attendance. You'll be responsible for documenting and implementing requirements in Customer Service through Service Level Agreements (SLAs), ensuring a correct and timely contracting process with the Call Center vendor. Your role involves providing guidance, scripts, and coordination of information to address customer inquiries about Novo Nordisk products, promotional campaigns, patient support programs, and more. This position is to work in São Paulo, SP.

Your responsabilities includes:

• Coordinate and train internal and external teams in their daily activities, including on-call duties, attendance, and more.
• Provide clear and transparent information about products and therapeutic lines, internally interacting with all company departments and externally engaging with vendors, customers, health authorities, legal entities, and other healthcare suppliers as required, with autonomy to develop and implement relevant actions.Provide guidance, scripts, and coordinate information to address customer inquiries about Novo Nordisk products, promotional campaigns, and patient support programs for the external company.
• Coordinate the receipt, registration, and forwarding of customer complaints and suggestions to the responsible areas, aligning with internal product strategies.
• Guide and coordinate initial and follow-up care for pharmacovigilance and technical complaint reports with customers.
• Ensure excellence in Customer Service by providing guidance, scripts, and training to the Customer Service team, ensuring adherence to established procedures and software registration.

Qualifications

• You hold a Bachelor’s degree in a health-related field.
• This person is expected to have fluent oral and written English.
• We expect a candidate with experience in Customer Service, preferably in pharmaceutical companies.

• We would like to see candidates who demonstrate proficiency in execution, management, risk analysis and decision making.
• It will be nice to see to you possess a data-driven mindset, as well as those who can effectively act as business partners.

About the Department

The Quality Assurance & Pharmacovigilance department at Novo Nordisk is responsible for ensuring the highest quality standards in our products and processes. We work closely with internal teams and external vendors to monitor and improve quality, and to assess and mitigate potential risks to patients and products. Our department is located at our headquarters in Denmark, where we have a dynamic and collaborative work environment. We value teamwork, innovation, and continuous improvement. Join our team and make a difference in the lives of millions of patients worldwide. Novo Nordisk is currently the market leader in Diabetes, Obesity and Growth Hormone. We are one of the fastest growing companies in Brazil for 3 years and we expect to continue achieving double-digit growth in the coming years.

Working at Novo Nordisk

At Novo Nordisk, we don’t wait for change. We drive change. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. Working at Novo Nordisk is working toward something bigger than ourselves, and it’s a collective effort. Novo Nordisk relies on the joint potential and collaboration of its more than 55,000 employees to change the lives for the better for millions of patients living with diabetes and other chronic diseases. Together, we go further. 

Contact  

To complete your application, please submit your CV by clicking "Apply now" and following the instructions. For more details, follow our LinkedIn page: Novo Nordisk: About | LinkedIn  

Deadline

Apply before April 18th, 2024.

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.