RLT Customer Support Associate

Job Title : RLT Customer Support Associate

Location: East Hanover, NJ - 1 day Onsite (Wednesday) & 4 days remote (Monday, Tuesday, Thursday & Friday)

Mode of Interview : 2 rounds of interviews

Shift timings : 7.30 to 4 & 8:30 to 5

Customer Support Associate:

The Customer Support Associate role provides front-line, queue-based customer support through inbound and outbound phone interactions, as well as email and other digital communication channels. The role is responsible for responding to inbound customer inquiries, managing customer requests, and supporting product administration scheduling, order management, and delivery activities for Radioligand Therapies (RLT). The Associate Customer Support colleague serves as a primary point of contact for customers and NPS field associates, ensuring inquiries and requests are handled accurately, efficiently, and in accordance with established processes and compliance requirements.

Major Accountabilities:

• Provide customer support for product administration scheduling, order management, and delivery activities for Radioligand Therapies (RLT).
• Respond to customer and NPS field associate inquiries, providing accurate and timely information and partnering with cross-functional stakeholders to resolve issues.
• Manage customer inquiries and cases from initial contact through resolution, including phone and email outreach, case documentation, follow-up, and appropriate escalation.
• Handle customer interactions related to product ordering, scheduling, and delivery, ensuring continuity of service and completing interactions whenever possible once initiated.
• Follow established protocols for responding to customer inquiries across communication channels, including phone, chat, fax, iSMS/text, mail, and email, in a timely and professional manner.
• Accurately document customer interactions, notifications, escalations, follow-up activities, and case resolution within applicable systems.
• Effectively leverage internal systems and tools for case management, customer support, product ordering, and delivery coordination.
• Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs), compliance guidelines, and quality requirements.
• Identify and report adverse events through established systems in accordance with applicable processes.
• Work scheduled hours, generally an 8.5-hour shift consisting of two paid rest breaks and an unpaid lunch break. The role may require flexible scheduling, including early mornings, later evenings, and holiday support based on business needs.
• Ideal Background

Education:

Bachelor's degree required.

Languages:

Fluent English required; additional languages desirable.

Experience:

• 1+ years of experience in healthcare, pharmaceuticals, biopharmaceuticals, life sciences, or a related healthcare environment required.
• Experience providing customer, patient, provider, or healthcare professional support in a phone-based service environment required.
• Experience in pharmaceutical or biopharmaceutical customer services, patient services, healthcare operations, or related functions preferred.
• Experience supporting oncology or specialty pharmaceuticals preferred.
• Salesforce experience preferred.
• Experience with telephony systems, case management platforms, and product/order management systems preferred.
• Ability to manage multiple priorities and consistently meet deadlines in a fast-paced environment.
• Strong interpersonal, communication, and time management skills, with the ability to collaborate effectively across functions.
• Detail-oriented problem solver with the ability to make sound decisions and manage customer interactions effectively under pressure.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Excel and PowerPoint and the ability to quickly learn and navigate multiple systems.
• Ability to work a flexible, staggered schedule, including early mornings and/or later evenings, weekends and holiday support based on business needs.
• Leadership Competencies
• Customer/patient-centric mindset
• Problem solving and sound decision-making
• Attention to detail and accuracy
• Strong written and verbal communication
• Collaboration and teamwork
• Accountability and ownership
• Ability to remain composed and effective in a fast-paced customer support environment