Job Title: Customer Complaint Specialist – Compliance & Crisis Management
Location: [Insert Location]
Department: Clinical, Medical, Regulatory & Quality (CMRQ)
About Novo Nordisk
At Novo Nordisk, we are dedicated to driving life-changing innovations for patients worldwide. With over 100 years of experience in the healthcare industry, we are focused on transforming the treatment of chronic diseases that rely on injection-based therapies. We are a global leader, and our work is motivated by a single, powerful goal: to create life-changing solutions. Join us to be part of a team where your work will make an immediate, meaningful impact on the lives of millions of patients.
The Position
As a Customer Complaint Specialist, you will play a critical role in ensuring that customer complaints are handled in strict compliance with Novo Nordisk's Standard Operating Procedures (SOPs) and regulatory requirements. This position involves managing complaints related to product quality, potential crisis situations, and suspected counterfeit cases. You will work closely with cross-functional teams to ensure that complaint processing aligns with internal and external guidelines.
Key Responsibilities
Complaint Management & Compliance:
Ensure customer complaints are managed in line with Novo Nordisk's SOPs and regulatory requirements.
Focus on identifying and responding to potential crises, including suspected counterfeit product cases, to ensure patient safety and regulatory compliance.
Customer Communication:
Handle customer inquiries and complaints with a high level of professionalism and empathy.
Maintain open and clear communication with customers, stakeholders, and regulatory authorities when required.
Collaboration and Documentation:
Collaborate with relevant departments such as Regulatory Affairs, Quality, and Medical to ensure all complaints are processed effectively and in a timely manner.
Document complaints and follow up with necessary actions to close the loop and ensure customer satisfaction.
Problem Solving & Crisis Management:
Provide timely resolution to complaints, with an emphasis on identifying the root cause and implementing corrective actions as needed.
Support crisis management efforts in the event of significant product complaints or potential safety issues.
Qualifications
Education:
Bachelor’s degree or higher in a relevant field.
Experience:
Minimum of 2-3 years of experience in the pharmaceutical industry or a related field.
At least 2-3 years of experience in customer communication, ideally within a regulatory or quality assurance context.
Skills:
Strong customer orientation with a focus on delivering excellent service and resolving issues effectively.
Excellent communication skills (written and verbal) with fluency in both English and [local language].
Strong problem-solving abilities and the capacity to manage situations under pressure.
Detail-oriented, with the ability to maintain compliance with regulations while ensuring customer satisfaction.
About the Department
The Clinical, Medical, Regulatory & Quality (CMRQ) department at Novo Nordisk is dedicated to ensuring that we bring our products to market with the highest quality and speed. With six specialized teams, CMRQ works across various areas such as portfolio evaluation, product approval, clinical trials, and stakeholder engagement. Our ultimate goal is to improve patient outcomes through rigorous scientific methods and clear communication of product benefits.
Why Join Novo Nordisk?
At Novo Nordisk, we don't just aspire to be the best company in the world — we aim to be the best company for the world. We believe this can only be achieved through diverse perspectives, backgrounds, and cultures. We are committed to fostering an inclusive culture where every employee can thrive and contribute to making a meaningful difference in the world.
We offer flexible working arrangements, subject to business needs, and are committed to an inclusive recruitment process where everyone is treated with equal respect and opportunity.
Equal Opportunity Employer
Novo Nordisk is an equal opportunity employer. We are committed to creating an inclusive culture that celebrates the diversity of our employees and the patients we serve. All qualified applicants will be considered for employment regardless of race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
How to Apply
If you're ready to be part of a transformative team at Novo Nordisk, apply today through our online portal. We look forward to reviewing your application.
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