RLT Account Customer Support Associate - East Hanover, NJ

Role Summary

RLT Account Customer Support Associate based in East Hanover, NJ. The role involves completing customer support activities including product administration scheduling, order management and delivery for Radioligand therapies, primarily via phone and email. Shift is 7:30 AM to 4:00 PM.

Responsibilities

• Complete customer support activities including product administration scheduling, associated order management and delivery
• Answer questions from field associates and provide support to customers; partner with cross-functional stakeholders for accurate and timely feedback
• Leverage internal systems for ongoing case management including phone and email outreaches, case documentation, and resolution of customer inquiries
• Handle interactions and/or cases with appropriate escalation; ensure calls are completed to maintain uninterrupted service
• Follow protocols for responding to customer inquiries across communications (phone, chat, fax, text, mail, email) promptly and courteously
• Prepare proper documentation and notifications; perform escalation, tracking, and follow-up
• Adhere to Working Practice Documents, Work Instructions and Compliance Guidelines
• Work the scheduled hours (8.5-hour shift with two paid breaks and unpaid lunch); holiday support for CS team
• Identify and report adverse events via established systems as per processes

Qualifications

• Bachelor's degree required
• Fluent English; other languages desirable
• 1+ years of progressive business experience in the biopharmaceutical industry with understanding of pharmaceutical sales, marketing, customer and patient services
• Ability to manage multiple projects and meet deadlines
• Strong interpersonal and time management skills; ability to collaborate across departments
• Detail-oriented problem solver who can make decisions under pressure
• Strong written and verbal skills
• Proficient in PowerPoint and Excel; telephony and systems related to product ordering and case management preferred
• Ability to work a flexible staggered schedule (early mornings/later evenings)
• Oncology experience preferred