Customer Service Specialist

at  Telix Pharmaceuticals EMEA

Telix Pharmaceuticals is a dynamic, fast-growing radiopharmaceutical company with offices in Australia (HQ), Belgium, Japan, Switzerland, and the United States. Our mission is to deliver on the promise of precision medicine through targeted radiation. At our core, we exist to create products that seek to improve the quality of life for people living with cancer and rare diseases. You will be supporting the international roll-out of our approved prostate cancer imaging agent and helping us to advance our portfolio of late clinical-stage products that address significant unmet need in oncology and rare diseases.

KEY ACCOUNTABILITIES:

• Manages the end-to-end order process, including order entry, tracking, and resolution of any issues or discrepancies
• Process all customer requests, from initiation to conclusion. Utilize multiple and often complex systems including third-party service partners, programs, and monitors in order to research information
• Resolves product or service problems by clarifying customer complaints, determining the cause of the problem, as well as identifying and communicating the best solution to solve the problem
• Documents appropriate quality events in the Telix Quality Management System (QMS) when required.
• Maintain accurate and timely customer order status information by collaborating with all stakeholders
• Develop and maintain a functional knowledge of Telix’s Customer Service processes and roles of the Customer Experience group within the team
• Maintains and attracts potential customers by effectively managing inbound sales and customer communication relating to service status or challenges/concerns/issues within the network
• Handle high call volume focusing on product orders, order status, product returns, returns for credit, and delivery status

EDUCATION AND EXPERIENCE:

• Bachelor’s degree required (Science degree preferred)
• 5+ years Customer Service
• Pharmaceutical experience strongly preferred
• Experience in handling orders of radioactive compounds with challenging logistics (short half-lives) preferred
• Experience using Microsoft Office
• Experience with SAP and Salesforce preferred
• Excellent verbal and written communication skills
• Prior experience in a laboratory or technical workplace a plus
• Languages: English mandatory – French, German highly desired, other languages a plus

KEY CAPABILITIES:

• 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
  At Telix, we believe everyone counts, we strive to be extraordinary, and we pursue our goals with determination and integrity. You will be part of an engaged and supportive group of colleagues who all have a shared purpose: to help people with cancer and rare diseases live longer, better quality lives. Being a Telix employee means being a part of a unique, global, interdisciplinary team working to deliver what’s next in precision medicine. We have hybrid and remote employees located all around the world. We offer competitive salaries, annual performance-based bonuses, an equity-based incentive program, generous vacation, paid wellness days and support for learning and development.
  Telix Pharmaceuticals is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Please refer the Job description for details