RLT Account Customer Support Associate

Description:

• The Associate Account Support role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email.

• Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery - Answer questions from field associates to provide support to customers.

• Partner with cross-functional stakeholders to provide accurate and timely customer feedback

• Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.

• Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery.

• Ability to complete all calls once they have begun to ensure no interruption of service.

• Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner - Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up

• Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines

• Ability to work the scheduled work hours, which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for CS team

• Responsible for identifying and reporting adverse events via the established systems as per applicable processes.

• Shift timings : 7.30 to 4 & 8.30 to 5

Qualification:

• Bachelor's degree required

• Fluent English, other languages desirable

• 1 years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services

• Ability to manage multiple projects and consistently meet deadlines

• Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments

• Detail oriented problem solver who can make clearheaded decisions while under pressure

• Strong written and verbal skills

• Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred

• Ability to work a flexible staggered schedule (early mornings/ later evenings)

• Oncology experience preferred

• Salesforce experience required

• Leadership Competencies

  • Problem solving

  • Detail oriented

  • Customer/patient-centric mindset

  • Strong written and verbal communication skills

Benefits:

Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

Synectics is an equal opportunity employer.

Synectics is a leading staffing and workforce solutions company dedicated to connecting exceptional talent with top organizations. We specialize in IT, engineering, finance, healthcare, and professional services recruitment, offering both contract and permanent staffing solutions. With a people-first approach, we focus on understanding the unique needs of our clients and candidates to create long-term, successful matches. Our mission is to empower businesses with the right talent while helping professionals achieve rewarding career opportunities