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Product Complaint Associate/Senior Associate

3 weeks ago

Stockholm, Stockholm, Sweden Eli Lilly and Company Full time

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.

Job title: Product Complaint Associate/Senior Associate
Location: Solna, Sweden (hybrid working 3/2)
Reports to: Quality Assurance Director
About Lilly
Lilly is a global healthcare leader that unites caring with discovery to make life better for people around the world. We were founded more than a century ago by a man committed to creating high-quality medicines that meet real needs, and today we remain true to that mission in all our work. Across the globe, Lilly employees work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to communities through philanthropy and volunteerism.

Drive Innovation In Quality Assurance
Are you passionate about patient safety and customer service, and eager to drive innovation in complaint handling? If so, this is your opportunity to join Eli Lilly as our new (Sr.) Product Complaint Associate within the Nordic Quality Assurance (QA) team.

We are seeking a technically skilled and forward-thinking professional to further develop our complaint management process. In this role, you will play a key role in identifying opportunities for automation and digital enhancement, and you will have the chance to influence global quality practices through your insights and recommendations.

Role Overview
You will be part of a highly skilled and collaborative team of six colleagues across Denmark, Finland, and Sweden - including two students focused on complaint management. You will report directly to the QA Director based in Denmark.

Key Responsibilities

  • Manage product complaints from customers in Denmark, Finland, Iceland, Norway, and Sweden, including collection, translation, customer response, and documentation.
  • Lead or contribute to digital innovation initiatives aimed at automating and improving the complaint handling process.
  • Analyse complaint data and translate insights into actionable information for brand teams.
  • Represent the complaint management team in cross-functional meetings and global projects.
  • Train new employees from the Nordic affiliates on complaint handling requirements.
  • Present the complaint handling system during Regulatory Authority inspections and internal audits.

Basic Requirements

  • Degree in natural sciences and few years of experience in the life sciences industry.
  • Familiarity with GxP regulations.
  • Professional fluency in English (written and spoken) and native-level Swedish. Able to read and understand written Danish and Norwegian. Knowledge of Finnish is considered an asset.
  • Proficiency in data analysis and visualization tools.
  • Strong presentation and communication skills.
  • A strong digital mindset and ability to innovate and automate processes is essential.
  • Experience in complaint handling is preferred.

Your Authenticity
You'll succeed in this role if you love mentoring and guiding others, bring a proactive and solution-oriented mindset, and have a passion for innovation and continuous improvement. Strong analytical skills and leadership potential will help you make a real impact.

Embracing Diversity
Embracing diversity is at the core of our long-held value of respect for people. It is the lens through which we understand and respond to the unique needs of the millions of individuals who depend on our medicines.

For us, embracing diversity means understanding, respecting, and valuing differences, including but not limited to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. The greatest measure of our diversity efforts is our ability to attract and retain exceptional employees who feel comfortable in a culture that supports them being themselves.

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.

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