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Associate / Sr Associate – Customer Excellence & Medical Solution (Spanish and Italian), Cork
Client: Lilly
Location: Cork, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference:
30e2014aa3b7
Job Views:
5
Posted:
19.04.2025
Expiry Date:
03.06.2025
Job Description:
We’re looking for people who are determined to make life better for people around the world.
About Lilly
Eli Lilly Cork is made up of a talented diverse team of over 1,600 employees across 38 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more.
Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. In-house People Development services, Educational Assistance, and our ‘Live Your BEST Life’ wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.
Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, Age & Culture, LGBTQ+ and GIN-Gender Inclusion Network.
Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself.
Position Overview
The role of the Associate / Senior Associate - Customer Excellence & Medical Solution is to support Medical Information Services in Europe.
**Fluency in English and Native-level in Italian and Spanish are required for this role**
The Medical Information (MI) organization combines scientific knowledge and communication expertise in order to organize and deliver relevant medical communications that are meaningful and relevant to customers, enhance patient care and advance the quality and transparency of Lilly research.
Medical information provides answers to unsolicited medical requests from customers. Answers are created based on professional and scientific expertise, and serve as an essential link between Lilly and customers (HCPs or patients, respectively). Careful listening to customer needs and adequate responding to customer inquiries is associated with a positive customer experience.
The purpose of the Customer Excellence & Medical Solution role is to:
1. Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
2. Align to the standards and with a focus on customer experience (CX).
3. Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
Primary Responsibilities:
1. Handle calls requesting product information from HCPs and other customers.
2. Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
3. Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
4. Accurately record all medical and pharmaceutical communication transactions into the appropriate database.
5. Support the organisation with the maintenance of the knowledge database.
6. Facilitate fulfilment of customers’ requests.
7. Escalate all enquiries without predefined answers according to defined processes.
8. Utilize computer technology to handle high call volumes.
Create, Promote and Maintain Operational Excellence
1. Share most effective methods and practices with colleagues to satisfy customer needs.
2. Maintain and enhance Lilly product and organizational knowledge.
3. Support organizational changes and demonstrate flexibility in providing coverage and/or availability for the front line.
4. Participate in internal and external educational opportunities relevant to the function or customer service environment.
Compliance
1. Integrate compliance into daily activities.
2. Comply with any corrective and preventive actions.
3. Cooperate with investigations, monitoring and audits.
4. Ensure adverse event and product complaints are processed within timelines and procedures.
Partnership
1. Identify and build strong partnerships with key internal stakeholders.
2. Liaise with partners to support business operations.
Additional responsibilities – depending on the competency and experience
1. Ensure team deliver services that meet customers’ needs, with a focus on excellent customer experience and goals.
2. Ensure readiness to support the successful EU launch of new products/indications.
3. Monitor and report on a regular basis on self-monitoring to ensure quality standards in MI request handling.
Minimum Qualifications:
1. Bachelor’s degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience.
2. Native-level in Italian and Spanish, Fluency in English.
Other Information/Additional Preferences:
1. Excellent active listening skills with effective verbal skills to respond to customers.
2. Proactive, analytical and pragmatic approach to problem solving.
3. Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.
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