Customer Care Specialist

Summary

Join Telix Pharmaceuticals as a Customer Care Specialist, Americas, and become the primary point of contact for Telix customers. You will handle daily customer service functions, processing purchase orders, researching shipments, and resolving customer issues. This role requires effective communication with customers and internal stakeholders. You will be responsible for knowledge of new products, services, and policies, and for establishing scalable processes within Telix infrastructure. You will also provide training and develop key customer service metric reporting. This position offers the opportunity to support the international roll-out of Telix's approved prostate cancer imaging agent and contribute to advancing its portfolio of late clinical-stage products.

Requirements

• 2+ years Customer Service experience
• Associate’s/bachelor’s degree, or equivalent education and work experience
• Proficiency in various software/computer systems
• Strong communication and cross functional collaboration skills
• Ability to work independently
• Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive environment where everyone feels valued and respected
• Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
• Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
• Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
• Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
• Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
• Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
• Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
• Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
• Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills

Responsibilities

• Owns the external customer relationship and overall customer experience
• Establishes internal customer relationships across all commercial and clinical products
• Serves as liaison between external customers and all functional groups within Telix (Sales, Operations, Finance, Clinical, Logistics, Regulatory, Quality)
• Maintains adequate and detailed records of customer data and customer interactions – product orders, inquiries, complaints, etc
• Processes all customer requests and inquiries via multiple channels of communication
• Utilizes multiple and often complex systems including third-party service partners, programs, platforms, etc
• Processes customer complaints and facilitates ownership, resolution, and final communication/disposition with the customer
• Provides accurate and timely response to inquiries upon request, leveraging appropriate resources and stakeholders
• Establishes scalable processes within Telix infrastructure to process customer onboarding, product ordering, shipment tracking, product reporting, and complaint life cycle management
• Provides training, for both internal and external customers, on relevant customer service processes and systems
• Develops and delivers key customer service metric reporting

Preferred Qualifications

• Supply chain, logistics, and/or radiopharmaceutical experience a plus
• SAP experience preferred
• Salesforce experience preferred

Benefits

• Competitive salaries
• Annual performance-based bonuses
• An equity-based incentive program
• Generous vacation
• Paid wellness days
• Support for learning and development