Consumer Excellence Specialist

Karo Healthcare AB; Stockholms kommun; Hybrid; SEK 420,000 - 540,000; Full time

Benefits offered by this job

Flexible working

Career development

International team

Competitive salary

Job summary

Karo Healthcare AB in Stockholm invites a Consumer Excellence Specialist to join our international, fast-moving healthcare business. You will support consumers across brands, handle inquiries, and ensure compliant, empathetic resolutions.

You'll work with Consumer Excellence, Quality, Pharmacovigilance, Medical Information, and outsourced teams to improve consumer experience and safety. Fluency in Swedish and English is essential.

Qualifications

• 1–3 years in customer service or consumer support.
• Fluent in Swedish and English, written and spoken.
• Strong attention to detail and multi-tasking.
• Collaborative mindset in a fast-paced environment.
• Understanding of patient safety and responsible support.

Responsibilities

• Act as escalation point for complex consumer inquiries, complaints, and medical information requests.
• Document complaints and feedback accurately in company systems.
• Triage inquiries and categorize across brands and channels.
• Register and maintain case records in Veeva.
• Respond using approved FAQs and product information.
• Identify safety or compliance concerns and escalate when needed.
• Prioritize workload and coordinate with outsourced teams.
• Provide guidance and day-to-day support to teams.
• Maintain knowledge of products, brands, and regulatory requirements.
• Contribute to process improvements and cross-functional collaboration.

Skills

Customer service

Escalation handling

Communication

Team collaboration

Tools

Veeva

Job description

What’s in it for you?

Karo Healthcare, a dynamic and growing personal-care retail company, is all about making smart choices for everyday healthcare. With a wide-ranging portfolio across seven categories including medical products, we own and sell over 80 brands in about 90 countries. Our portfolio includes such brands as E45, ACO, Pevaryl, Lamisil, Nutravita, Decubal and many others. Our core belief in empowering people to make intelligent health decisions drives our growth strategy, blending organic expansion and M&A.

Join us at Karo Healthcare on our exciting journey. We're currently looking for a Consumer Excellence Specialist for our office in Stockholm.

Make a visible difference for consumers every day. Join an international, fast-moving healthcare business where your expertise will shape consumer experience, strengthen compliance, and improve how we work across brands, markets, and teams.

You’ll have the opportunity to take ownership, develop your career, and work closely with Consumer Excellence, Quality, Pharmacovigilance, Medical Information, and outsourced service teams.

What you’ll be doing

• Act as an expert escalation point for complex consumer enquiries, complaints, adverse events, and medical information requests, ensuring accurate, empathetic, and compliant resolutions.
• Manage and accurately document complaints, adverse events, medical enquiries, and product feedback in line with company procedures and regulatory requirements.
• Triage and categorise consumer enquiries, complaints, and feedback across multiple brands and channels.
• Register and maintain accurate case records in Veeva.
• Respond to consumers using approved FAQs, guidance documents, and relevant product information.
• Identify and elevate safety, quality, medical, and compliance concerns to the appropriate specialist teams within required timelines.
• Determine when cases require escalation to Quality, Pharmacovigilance, Medical Information, or other internal stakeholders.
• Prioritise workload and case handling for external teams in line with agreed service levels and operational guidelines.
• Provide guidance, informal coaching, and day-to-day support to outsourced teams and internal colleagues.
• Maintain expert knowledge of products, brands, consumer care processes, and regulatory requirements.
• Contribute to continuous improvement of processes, standards, training, and cross-functional collaboration.

We are looking for someone who is customer-focused, curious, and motivated to make a positive difference in every consumer interaction.

You bring:

• 1–3 years of experience in customer service, consumer support, complaints handling, retail, or another customer-facing role.
• Fluent in Swedish and English, both written and spoken, with strong communication skills and the ability to communicate clearly, professionally, and empathetically.
• Strong attention to detail and the ability to manage several cases, priorities, and product details accurately.
• A collaborative mindset and a genuine interest in working as part of a supportive team.
• A proactive, hands‑on approach and the confidence to work in a fast-paced, international environment.
• An understanding of the importance of patient safety and responsible consumer support.

Experience from healthcare, pharmaceuticals, medical devices, supplements, cosmetics, skincare, FMCG, or other consumer-product industries is an advantage. Knowledge of Pharmacovigilance, medical information, complaints handling, or case-management systems such as Veeva is also beneficial.

• Opportunity to create, grow, and inspire within a fast-moving international organisation.
• Competitive salary package and strong opportunities for professional and personal development.
• Flexible working arrangements that support a healthy work-life balance.
• Ownership of exciting and challenging projects with a direct, visible impact on consumers and the healthcare industry.
• A positive, collaborative environment with an international and highly motivated team.
• Start-up spirit combined with the stability, scale, and values of a large international organisation.

Karo Healthcare has a diverse and inclusive environment. We welcome qualified candidates irrespective of gender, gender identity, sexual orientation, ethnicity, race, religion, national origin, disability, or age.