Customer Care Specialist, Americas

See Yourself at Telix

The Customer Care Specialist, Americas (CCS, Americas) will act as the primary point of contact for Telix Customers. In addition to supporting Telix customers, this role will be responsible for handling daily customer service functions for Telix Pharmaceuticals, US. Typical responsibilities include (but not limited to): processing of customer purchase orders, researching and providing customer information regarding product shipments, triaging and handling inquiries, resolving issues, expediting requests, and collaborating across functional departments. Effective and professional communication with customers, leadership, and internal stakeholders is required. The Customer Care Specialist will be responsible for knowledge of new products, services, and policies.

Key Accountabilities:

• 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

Education and Experience:

• 2+ years Customer Service experience. Supply chain, logistics, and/or radiopharmaceutical experience a plus
• Associate's/bachelor's degree, or equivalent education and work experience
• Proficiency in various software/computer systems
• SAP experience preferred
• Salesforce experience preferred
• Strong communication and cross functional collaboration skills
• Ability to work independently

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