At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the world.About LillyAt Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 39,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for patients around the world.Eli Lilly Cork, is made up of a talented diverse team of over 1,400 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.Lilly 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. Inhouse 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.Come join our team - Be Creative, Be an Innovator, and most of all, Be YourselfThe Medical Information (MI) organizationcombines 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:Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients)Align to the standards and with a focus on customer experience (CX)Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory complianceDigital Solution specifics:Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.Process Replacement and Retrieval of specific products using the agreed processes with the relevant VendorsCustomer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:are meaningful and relevant to customersenables informed and balanced treatment decisions that enhance patient careadvances the quality and transparency of Lilly research.Answers are created based on the customer's professional and scientific expertise and serve as an essential link between Lilly's products and services and our customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX).Primary Responsibilities: This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description. Consult with your supervision regarding your actual job responsibilities and any related duties that may be required for the positionEnquiries ManagementHandle calls requesting product information from HCPs and other customers.Handle customers' queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resourcesIdentify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating proceduresAccurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation PracticesSupport the organisation with the maintenance of the knowledge databaseFacilitate fulfilment of customers' requestsEscalate all enquiries without predefined answers according to defined processesUtilize computer technology to handle high call volumesEnsure optimal customer satisfactionCreate, Promote and Maintain Operational ExcellenceShare most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processesMaintain and enhance Lilly product and organizational knowledgeSupport organizational changes and demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variancesParticipate in internal and external educational opportunities relevant to the function or customer service environment. Attend team meetings regularlyResponse to Crisis/Red Flag calls and refer to staff until resolutionSpecific to Digital Solution responsibilities:Follow the local complaint procedure for complaint managementEscalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local processComplianceIntegrate compliance into daily activitiesComply with any corrective and preventive actionsCooperate with investigations, monitoring and auditsEnsure adverse event and product complaints are processed within timelines and proceduresPartnershipIdentify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertiseLiaise with partners to support business operations (e.g. systems expertise/training)Specific to Digital Solution responsibilities:Maintain a good business relationship with the Regional Centre to manage complaintsMaintain relationships and communication with Local/Global Patient Safety.Additional Responsibilities – Depending On The Competency And ExperienceDelivery & Operational ExcellenceEnsure team deliver services that meet customers' needs (internal and external), with a focus on excellent customer experience and goalsEnsure readiness to support the successful EU launch of new products/indicationsEnsuring optimization and improvement where required. o Monitor and report on a regular basis on self-monitoring to ensure quality standards in MI request handlingDevelop and maintain contentPeople and CultureFulfil people management responsibilities including recruitment, performance management and training including individual development plansMentor and coach team members and other functions/roles, nurturing an environment where they can excel through encouragement and empowermentOptimizing cross-functional collaboration and teamworkCreate a culture of empowered decision making, shared learning, risk taking and lean operationsParticipate in cross-functional succession planning and talent developmentPartnership and OutreachMaintain effective partnerships with relevant business partners to leverage the team's expertise to appropriately support strategic objectives and initiativeMinimum Qualification Requirements: 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. Business experience such as medical sales representative will also be considered. Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organizational hierarchies.Other Information/Additional PreferencesGerman LanguageExcellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic mannerExcellent written skills to succinctly, accurately and objectively respond to customers queriesAble to respond flexibly and empathetically to customer needs, managing their expectations effectivelyProactive, analytical and pragmatic approach to problem solvingAble to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standardsGood time management skillsEffective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectationsProficient computer skillsKnowledge of customer center or medical information operational experience.Project management experience would be an advantage.Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.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.WeAreLillyUKandIreland