Karoline Magnusson - Team Lead, External Customer Service
What do you do at Oriola?
I’m the Team Lead for our External Customer Service function in Sweden.
The team provides customer service on behalf of pharmaceutical companies, including partners in the vaccine and medical technology sectors. This includes managing customer interactions and, for instance, answering calls in the client’s name.
Describe your role - what does it mean?
As Team Lead, I’m responsible for planning and coordinating the work of Oriola’s External Customer Service team, which currently consists of five people. We’re a flexible group where everyone handles all assignments, and I ensure that the right people are in the right place each day. We need to be able to shift quickly between different customer groups and be well-versed in several businesses at once – something that makes the work both challenging and rewarding.
I stay close to the team by taking part in daily work and stepping in when needed. It brings stability and efficiency, and answering calls regularly helps me understand how things work in practice. We often discuss cases together, which strengthens shared understanding and improves customer service.
I love the variety in my job — no two days are the same. That, along with my great team, makes the work both motivating and full of learning opportunities. I come to work with a smile every day
What's your background - educational and professional?
I have an exam in business and office administration, and I also trained as a medical secretary. Since I entered the pharmaceutical industry more than 30 years ago, I've held various administrative roles at companies specialising in medical devices, pharmaceuticals and healthcare products. My first experience with customer service came after parental leave – working with customers was completely new to me, but I immediately knew it was the right fit.
I started at Oriola in 2016, working in customer service for a specific client. I later joined the larger customer service team, then spent a period working in Master Data, followed by a short break from the company. I soon returned to Oriola and customer service – this time focusing on one of our healthcare clients. During the pandemic, we set up the External Customer Service team, and I stepped into the role of Team Lead – a position I still hold and truly enjoy.
And finally, when you are not working, what do you like to do?
These days, only one of my children still lives at home, which gives me more time for my own activities – like exercise and choir singing. Singing is pure joy – and exercise is good for both body and mind!