Customer Care Specialist

🕒 6 days ago

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Telix Pharmaceuticals Limited

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

Healthcare • Consulting • Biotechnology

Telix Pharmaceuticals Limited is a commercial-stage biopharmaceutical company dedicated to transforming the way cancer and rare diseases are diagnosed and treated. Focusing on the development and commercialization of theranostic radiopharmaceuticals, Telix utilizes targeted radiation to enhance treatment decision-making and deliver personalized therapy. With an extensive pipeline addressing areas such as prostate and kidney cancer, neuro-oncology, and musculoskeletal cancers, Telix has garnered global regulatory approvals for its lead imaging agent, Illuccix®, and is actively conducting numerous clinical trials worldwide.

📋 Description

• Serves as the primary point of contact for customers, commercial partners, CMOs, radiopharmacies, and internal stakeholders, helping ensure a high-quality customer and partner experience. • Triages and manages incoming product-related requests, inquiries, and issue notifications across multiple communication channels. • Coordinates internal escalations across cross-functional teams including Commercial, Operations, Supply Chain, Logistics, Finance, Regulatory, Clinical, and Quality, as appropriate. • Receives, documents, and manages failure notifications and other operational issue notifications from CMOs, radiopharmacies, and other external partners. • Maintains complete, accurate, and timely documentation of customer interactions, product issues, complaints, escalations, and resolutions within ticketing, reporting, and other business systems. • Processes customer requests, inquiries, and service cases in a timely and professional manner, leveraging appropriate systems, resources, and stakeholders. • Supports complaint intake and case coordination, including follow-up, communication, documentation, final closure in partnership with Quality and other internal teams. • Supports temperature reporting and documentation activities, including the tracking and communication of temperature excursions and related follow-up actions. • Partners with Product Operations, Quality and other cross-functional stakeholders to coordinate notification and escalation related to non-conformances, production failures, deviations, complaints, and other product-related events. • Tracks cases through resolution and closure, ensuring timely follow-up, clear communication, and closed-loop feedback to internal and external stakeholders. • Utilizes multiple internal systems and third-party platforms to support customer care operations, issue management, order support, shipment visibility, reporting, and ticket/case tracking. • Helps develop, refine, and scale customer care processes to support customer onboarding, product ordering, shipment tracking, product reporting, complaint handling, and new product launch readiness. • Provides training and support for internal and external stakeholders on relevant customer care processes, systems, and issue-handling workflows. • Develops and delivers customer care and operational metrics reporting, as needed.

🎯 Requirements

• 2+ years Customer Service experience • Preferred experience in complaint handling and product issue management, ticketing or case management systems, and coordination with manufacturing, quality and supply chain partners • Experience in radiopharmaceuticals, pharma, biotech, med device or other regulated environments is preferred. • 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

🏖️ Benefits

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