Requisition ID 14797BR
Title Senior Patient Centric Customer Care Coordinator
Job Category Marketing
Job Description PURPOSE:
The Patient Centric Customer Care Coordinator is responsible for 1) providing high quality customer service to patients, pharmacists and health care professionals who contact the Patient Centric Customer Care Center about Novo Nordisk products and services, 2) the collection of patient and health care professional data and 3) providing sales and marketing support
RELATIONSHIPS:
Reports to the Team Lead, Patient Centric Customer Care. Internal relationships include frequent interaction with the Marketing Services department, Product Safety department and Medical Information department as well as internal interaction with the, Patient Centric Strategy and Solutions department, Diabetes Brand Marketing department, Sales department, Regulatory department, BioPharm department, Finance department, and IT department. External relationships include patients, pharmacists, health care professionals and external vendors.
ESSENTIAL FUNCTIONS:
ADMINISTRATIVE SUPPORT: Assist with department related projects.
ADMINISTRATIVE SUPPORT: Assist with Patient Centric Customer Care mail fulfillment when needed.
ADMINISTRATIVE SUPPORT: Make recommendations to management regarding process improvement strategies.
ADMINISTRATIVE SUPPORT: Perform as Patient Centric Customer Care ambassadors to call center visitors and at company events by informing them of Patient Centric Customer Care activities and performing product demonstrations.
ADMINISTRATIVE SUPPORT: Perform data entry of customer contacts.
CUSTOMER SERVICE: Assist callers in finding local retail outlets for Novo Nordisk products. Contact pharmacies and wholesalers when customers have difficulty obtaining products to resolve problem.
CUSTOMER SERVICE: Collect all information from customers regarding product technical complaints and advise of replacement/return procedures. Transmit data to Product Safety department.
CUSTOMER SERVICE: Collect basic adverse event data from customers and refer all adverse events to Product Safety.
CUSTOMER SERVICE: Notify management of problems that arise on promotional offers and/or services. Recommend solutions when applicable.
CUSTOMER SERVICE: Provide product support materials and educational materials to customers.
CUSTOMER SERVICE: Provide professional, accurate, and timely responses to non-medical questions concerning Novo Nordisk products and services from customers. Primary method of customer communication is via telephone. Other methods include email and postal mail.
CUSTOMER SERVICE: Provide training on the proper use and storage of all Novo Nordisk products.
CUSTOMER SERVICE: Refer all medical questions to the Medical Information.
SALES AND MARKETING SUPPORT: Conduct outbound telemarketing projects.
SALES AND MARKETING SUPPORT: Conduct surveys to inbound callers.
SALES AND MARKETING SUPPORT: Soft sell products to inbound callers.
PHYSICAL REQUIREMENTS:
Must be able to work until 6:00pm weekdays
May be required to work company holidays.
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
2+ years previous telephone customer service experience and/or outbound telemarketing experience required.
A High School Diploma or GED required.
Bi-lingual (Spanish-English) speaking ability required.
Data entry and/or word processing experience required.
Information Technology experience preferred.
Intermediate proficiency in Windows, Microsoft Word and Excel required. Basic knowledge of Microsoft Access or similar database software preferred.
Strong oral and written communication skills.
Department DM - PATIENT CENTRIC CUSTOMER CARE
Position Location US - Princeton, NJ
City Princeton
State/Provinces US - NJ
Degree Required High School Education Required
Percent Travel None
Title Senior Patient Centric Customer Care Coordinator
Job Category Marketing
Job Description PURPOSE:
The Patient Centric Customer Care Coordinator is responsible for 1) providing high quality customer service to patients, pharmacists and health care professionals who contact the Patient Centric Customer Care Center about Novo Nordisk products and services, 2) the collection of patient and health care professional data and 3) providing sales and marketing support
RELATIONSHIPS:
Reports to the Team Lead, Patient Centric Customer Care. Internal relationships include frequent interaction with the Marketing Services department, Product Safety department and Medical Information department as well as internal interaction with the, Patient Centric Strategy and Solutions department, Diabetes Brand Marketing department, Sales department, Regulatory department, BioPharm department, Finance department, and IT department. External relationships include patients, pharmacists, health care professionals and external vendors.
ESSENTIAL FUNCTIONS:
ADMINISTRATIVE SUPPORT: Assist with department related projects.
ADMINISTRATIVE SUPPORT: Assist with Patient Centric Customer Care mail fulfillment when needed.
ADMINISTRATIVE SUPPORT: Make recommendations to management regarding process improvement strategies.
ADMINISTRATIVE SUPPORT: Perform as Patient Centric Customer Care ambassadors to call center visitors and at company events by informing them of Patient Centric Customer Care activities and performing product demonstrations.
ADMINISTRATIVE SUPPORT: Perform data entry of customer contacts.
CUSTOMER SERVICE: Assist callers in finding local retail outlets for Novo Nordisk products. Contact pharmacies and wholesalers when customers have difficulty obtaining products to resolve problem.
CUSTOMER SERVICE: Collect all information from customers regarding product technical complaints and advise of replacement/return procedures. Transmit data to Product Safety department.
CUSTOMER SERVICE: Collect basic adverse event data from customers and refer all adverse events to Product Safety.
CUSTOMER SERVICE: Notify management of problems that arise on promotional offers and/or services. Recommend solutions when applicable.
CUSTOMER SERVICE: Provide product support materials and educational materials to customers.
CUSTOMER SERVICE: Provide professional, accurate, and timely responses to non-medical questions concerning Novo Nordisk products and services from customers. Primary method of customer communication is via telephone. Other methods include email and postal mail.
CUSTOMER SERVICE: Provide training on the proper use and storage of all Novo Nordisk products.
CUSTOMER SERVICE: Refer all medical questions to the Medical Information.
SALES AND MARKETING SUPPORT: Conduct outbound telemarketing projects.
SALES AND MARKETING SUPPORT: Conduct surveys to inbound callers.
SALES AND MARKETING SUPPORT: Soft sell products to inbound callers.
PHYSICAL REQUIREMENTS:
Must be able to work until 6:00pm weekdays
May be required to work company holidays.
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
2+ years previous telephone customer service experience and/or outbound telemarketing experience required.
A High School Diploma or GED required.
Bi-lingual (Spanish-English) speaking ability required.
Data entry and/or word processing experience required.
Information Technology experience preferred.
Intermediate proficiency in Windows, Microsoft Word and Excel required. Basic knowledge of Microsoft Access or similar database software preferred.
Strong oral and written communication skills.
Department DM - PATIENT CENTRIC CUSTOMER CARE
Position Location US - Princeton, NJ
City Princeton
State/Provinces US - NJ
Degree Required High School Education Required
Percent Travel None