Nordic Infucare started its journey as an entrepreneurial company with a focus on doing things differently. The business was established to offer specialized treatments for people living with chronic diseases, with the goal of simplifying life and improving patient outcomes. By bridging the gap between medical technology, pharmaceuticals and daily reality, we work toward making life easier for those we serve.
Since the start in 2002, we have grown into a company with more than 100 employees. Today, we are a part of the Air Liquide group, and the patient’s quality of life remains the guide for our actions.
At Nordic Infucare, we share a passion for solving problems and a genuine drive to make a difference. Our focus is on simplifying life for patients, ensuring that complex medical needs become easier to manage. We believe that we achieve the best results by empowering our people and providing the space for creativity.
How will you CONTRIBUTE and GROW?
The Nordic Customer Experience team is managing interactions with users of products that are supplied by Nordic Infucare. From order taking, delivery, invoicing, technical support including claims to users, BHM and HCP for products belonging to the Dia portfolio and claim support for other products.
Within the Customer Experience team, an Tech Support Agent has the overall responsibility of the technical support, claim and replacement process in the Nordic region.
Tech Support Agents are responsible for handling and reporting all of Nordic Infucare's incoming complaints to the respective manufacturers.
Activities and tasks of the process can be done inhouse or outsourced, but the overall responsibility resides in the Customer Experience team. The team has accountability of the process end to end and implements controls to monitor outsourced activities.
All roles within Customer Experience are responsible for nurturing good relationships and cooperation with our suppliers, customers, users and colleagues.
The Customer Experience Team is constantly working to improve and simplify our routines and processes - we work on solutions instead of getting stuck with problems - we do it together.
The service you are expected to provide should be professional and engaged, showing understanding and empathy while at the same time being efficient and effective, securing patient satisfaction.
The service involves verbal communication as well as via e-mail. Purpose and values of NIC are recognized such as; empathy, accountability, customer focus and passion.
The Customer Experience Team is here to bring our collective expertise to help our users in the most effective and efficient way possible.
Principal Duties and Responsibilities :
The role includes but are not limited to:
To ensure competent technical support to NICs users (meaning pearsons using products made available by NIC), BHM and Health Care Professionals (HCP’s) and other tasks in the Customer Experience team.
Answer incoming phone calls and to call back to users and customers according to Service Level of Agreement (SLA) and relevant processes and agreements.
Proficiency in Danish (DK), Finnish (FI), Norwegian (NO), Swedish (SE), and English (ENG), both verbal and written, to provide competent support to users and users/HCP/KAM throughout the Nordics..
Respond to all incoming e-mails and web forms according to SLA and relevant processes and agreements.
Document all types of cases in the CRM system (Tech Care CX).
Report to Suppliers in their portals or with other means according to SLA and relevant processes and agreements.
Support all products provided by NIC, currently with focus on products within diabetes.
Claim handling for “other products” according to specific guidelines.
Inform and educate, currently regarding products within diabetes, via telephone and e-mail.
Monitor social media and answer and/or take action according to the set process.
Use troubleshooting guide in CRM system to assist in solving customer problems or inquiries or when in need consult suppliers second line support as well as internally at NIC.
Help and support internal requests from NIC employees active in other departments.
Order replacements to users according to processes, agreement and SLA.
Handle and register complaints according to NIC processes and agreement with all suppliers.
Receive non functioning products, handle according to processes. Send non functioning products to suppliers when applicable according to SLA.
Inform/educate and collaborate with all other departments at NIC.
Work together with sales for proactive support to our customers.
Help users to come in contact with correct persons within NIC if the question is without customer experience´s scope.
Monitoring replacement stock for supported products and ordering replacements, making sure there are always replacements in stock.
Monthly and yearly stock reconciliation and GAP analysis according to set regulations.
Always work according to our SOPs, processes and guidelines and according to regulations.
Compile and send out statistics regarding complaints to our customers on request.
Handle all incidents at NIC according to regulations and report according to SLA and regulations and processes an NIC.
Contribute to the development of, and the update of processes and work documents with C- IMP, effectiveness, automationt i and efficiency in mind.
Take full responsibility regarding the work performed and the tasks assigned.
All employees in the Customer Experience team are responsible to ensure a proper onboarding of new or existing employees in the team, and other teams when needed.
All employees are responsible to deliver according to set KPIs.
Help with tender management and contribute with expertise and compiling information as needed.
Have knowledge and good understanding of, and contribute when updating the warehouse handbook.
All employees in the Customer Experience team are expected to report any findings of systems malfunctioning and/or other errors that may occur.
All employees in the Customer Experience team are expected to have flexibility in their way of working and what tasks are performed, including helping other colleagues with responsibilities and answering in other queues than normally done.
The role may also be expected to take on a Single point of contact (SPOC) area. This includes specific tasks and are defined separately.
The role may also include other duties and tasks as assigned .
3-5+ years experience in Customer Experaince roles
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
