TITLE: Sr. Customer Care Coordinator- Princeton, NJ - Princeton, NJ

Job Description
Title: Sr. Customer Care Coordinator

PURPOSE:

The Sr. Customer Care Specialist is responsible for 1) providing high quality customer service to patients, pharmacists and health care professionals who contact the 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 Associate Director, Customer Care. Internal relationships include frequent interaction with the Marketing Services department, Product Safety department and Drug Information department as well as internal interaction with the, Strategic Business Services department, Diabetes Brand Marketing department, Sales department, Regulatory department, BioPharm department, Finance department, and IM department. External relationships include patients, pharmacists, health care professionals and external vendors.

PRINCIPAL ACCOUNTABILITIES:

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.
Collect all information from customers regarding product technical complaints and advise of replacement/return procedures. Transmit data to Product Safety Surveillance technical department.
Collect basic adverse event data from customers and refer all adverse events to the Product Safety Surveillance Investigators.
Refer all medical questions to the Drug Information Scientists.
Provide training on the proper use of all Novo Nordisk delivery systems.
Provide training on the proper use and storage of all Novo Nordisk products.
Assist callers in finding local retail outlets for Novo Nordisk products. Contact pharmacies and wholesalers when customers have difficulty obtaining products to resolve problem.
Provide product support materials and educational materials to customers.
Notify brand managers of problems that arise on promotional offers and/or services. Recommend solutions when applicable.

SALES AND MARKETING SUPPORT
Conduct surveys to inbound callers.
Soft sell products to inbound callers.
Conduct outbound telemarketing projects.


ADMINISTRATIVE SUPPORT
Perform data entry of customer contacts.
Make recommendations to management regarding process improvement strategies.
Perform as Customer Care ambassadors to call center visitors and at company events by informing them of Customer Care activities and performing product demonstrations.
Assist with Customer Care mail fulfillment when needed.
Assist with department related projects.

HORMONE THERAPY SALES SUPPORT
Knowledge of Hormone Therapy, HT products, and selling skills.
Provide telesales support for non-supported HT products over the phone to increase the HT product sales.
Develop and maintain customer relationships and loyalty with HCP's and patients.
Process HT sample and promotional material requests from physician's offices.
Liaison with our distributor's Customer Service department for all HT sample order related inquiries.

KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
· 2-4 years previous telephone customer service experience and/or outbound telemarketing experience required.
· High School Diploma or GED required.
· Strong oral and written communication skills.
· Data entry and/or word processing experience required.
· Intermediate proficiency in Windows, Microsoft Word and Excel required. Basic knowledge of Microsoft Access or similar database software preferred.
· Information Technology experience preferred.
· Bi-lingual (Spanish-English) preferred.
OTHER:
· Works within Novo Nordisk's established policies and procedures and ensures alignment of their work to Novo Nordisk fundamentals.
· Embraces Novo Nordisk Values in spirit and actions.