Associate Director, Customer Service

2 weeks ago

Bedford, United States Lantheus Full time

Lantheus is headquartered in Bedford, Massachusetts, and has offices in Canada and Sweden.For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio. In 2023, Lantheus had more than $1B in revenues, led by sales of imaging agents for cardiac ultrasound and for prostate cancer.

Lantheus is an entrepreneurial, agile, growing organization that provides innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that empower clinicians to find, fight and follow disease.At Lantheus, our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment contributing to our success.Every employee is crucial to our success; we respect one another and act as one, knowing that someone's health is in our hands.We believe in helping people be their best and seek to bring together a diverse group of individuals with different viewpoints and skill sets to be a part of a productive and inclusive team.

Summary of role

The Associate Director of Customer Service leads a team responsible for providing exceptional customer service and managing the entire order management process. This role involves managing customer relationships and implementing strategic initiatives. Collaborating with cross-functional teams to ensure process efficiency, accuracy, and alignment with corporate goals is also a significant part of the role.

Key responsibilities include promoting a proactive culture of continual improvement, improving service policies and standard operating procedures to enhance the customer experience, and implementing cutting-edge technology solutions. The position requires close collaboration with stakeholders, such as the Commercial and Finance teams, while ensuring compliance with corporate policies and relevant laws. Effectively communicating with staff and fostering a high-quality service culture are essential.

Key Responsibilities/Essential Functions

Team Leadership & Development:

  • Lead and mentor a high-performing customer service team, fostering a hands-on, customer-centric culture.
  • Drive excellence in order management through direct engagement and continuous coaching.
Operational Management:
  • Oversee customer service operations, ensuring seamless order management and exceptional customer experiences.
  • Monitor key performance metrics, ensuring world-class efficiency and service quality standards.
  • Leverage data insights for proactive issue resolution and continuous improvement, integrating advanced technologies like AI to enhance service delivery.
Strategic Coordination:
  • Align service delivery with corporate goals through close collaboration with senior leadership and cross-functional teams.
  • Communicate performance metrics clearly, coordinating efforts to drive impactful results.
Customer Relationship Management:
  • Proactively resolve customer complaints, turning challenges into opportunities for satisfaction and loyalty.
  • Lead initiatives to enhance customer experiences, utilizing the Voice of the Customer program.
Continuous Improvement:
  • Champion continuous improvement, pushing service excellence, and maintaining SLA compliance.
  • Integrate industry best practices and develop SOPs to ensure consistent, world-class support.
Qualifications
  • Bachelor's degree in business administration, Management, Computer Science or a related field
  • 7+ years in customer service with at least three years in a leadership role.
  • Proven ability to manage and develop a customer service team, particularly in order management.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Excellent communication and interpersonal skills.
  • Experience with customer service software and tools.
  • Experience with financial systems and ERP (preferably SAP).
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong problem-solving skills and a customer-centric mindset.
  • Knowledge of U.S. GAAP and SEC financial reporting rules.
  • This position is site-based in Bedford and requires on-site presence three days a week.
Other Requirements
  • Strong organizational, analytical, interpersonal, and oral and written communication skills.
  • Ability to work independently and with a team in a fast-paced, high-volume environment emphasizing accuracy and timeliness.
  • Experience working in Nuclear Medicine and Radiopharmacies with an understanding of PET manufacturing and distribution.
  • Expertise in cash processes and understanding the nuances related to Radiopharmaceuticals.

Lantheus is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Lantheus is an E-Verify Employer in the United States.

#LI-HYBRID

  • Associate Director of Customer Service

    3 weeks ago

    Bedford, Massachusetts, United States Lantheus Full time

    Job Title: Associate Director, Customer ServiceLantheus is a leading company in the medical imaging industry, with a strong presence in Bedford, Massachusetts, and offices in Canada and Sweden. As a pioneer in the field, we have been instrumental in developing innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that...

  • Associate Director of Customer Service

    3 weeks ago

    Bedford, Massachusetts, United States Lantheus Medical Imaging Inc Full time

    Job Title: Associate Director, Customer ServiceLantheus Medical Imaging Inc is seeking a highly skilled Associate Director to lead our Customer Service team. As a key member of our organization, you will be responsible for providing exceptional customer service and managing the entire order management process.Key Responsibilities:Team Leadership &...

  • Associate Director, Customer Service

    3 weeks ago

    Bedford, United States Lantheus Full time

    Description Lantheus is headquartered in Bedford, Massachusetts, and has offices in Canada and Sweden. For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio. In 2023, Lantheus had more than $1B in revenues, led by sales of imaging...

  • Customer Service Associate

    6 days ago

    Bedford, United States Government Employees Insurance Company Full time

    Customer Service Associate We are looking for Customer Service Professionals to join our team. As a Customer Service Associate, you will be the first contact for our customers, answering inquiries, making policy changes, and delivering exceptional service. This role offers plenty of growth opportunities, with a potential base salary increase of up to 15% for...

  • National Director of Client Services

    4 weeks ago

    New Bedford, Massachusetts, United States Markel Service Inc. Full time

    Job Title: National Director of Client ServicesAt Markel Service Inc., we're seeking a highly skilled and experienced National Director of Client Services to lead our Account Management team. As a key member of our leadership team, you will be responsible for driving business growth, improving customer satisfaction, and developing strategic partnerships.Key...

  • Customer Service Associate

    3 months ago

    New Bedford, United States Savers | Value Village Full time

    Description Job Title: Customer Service Associate Who we are: As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used,...

  • Customer Service Associate

    11 hours ago

    Bedford, Virginia, United States Family Dollar Full time

    Customer Service RepresentativeAt Family Dollar, we are seeking a Customer Service Representative to join our team. As a key member of our store staff, you will be responsible for providing exceptional customer service to our valued customers.Key Responsibilities:Provide outstanding customer service by greeting customers, answering questions, and assisting...

  • Customer Service Associate

    2 weeks ago

    Bedford, Virginia, United States Family Dollar Full time

    Customer Service Representative at Family DollarWe are seeking a skilled and friendly Customer Service Representative to join our team at Family Dollar. As a key member of our store team, you will be responsible for providing exceptional service to our customers, ensuring a positive shopping experience, and maintaining a clean and organized store...

  • Walgreens Store Associate

    1 month ago

    Bedford, Indiana, United States GREAT PAY $16-56 ph Full time

    About the RoleWe're seeking a highly motivated and customer-focused Store Associate to join our Walgreens team. As a key member of our retail team, you'll play a vital role in delivering exceptional customer service and maintaining a clean and organized store environment.Key ResponsibilitiesStocking Shelves: Ensure shelves are fully stocked and organized,...

  • Retail Customer Service Associate

    4 weeks ago

    Bedford, United States FedEx Office Full time

    $1,000 Recruitment Bonus *Recruitment bonus does not apply to current or former team members of FedEx Office or any other FedEx Operating company. POSITION SUMMARY: The Store Consultant consistently delivers a positive customer experience to all customers, utilizing consultative skills to anticipate customer needs, suggest alternatives and provide...

  • Senior Center Customer Service Associate PT25

    3 weeks ago

    Bedford, United States Texas State Gov Full time

    Texas State Gov - JobID: 109762 [Customer Service Representative] As a Customer Service Associate at the State of Texas, you'll: Respond to customer interactions via the phone, email, internet, or in person while recording a brief overview of communication; Develop a rapport with internal/external customers by greeting customers by name and demonstrate...

  • State National Director of Client Services

    4 months ago

    Bedford, United States Markel Service Inc. Full time

    What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further...

  • Customer Service Leader

    4 weeks ago

    Bedford, New Hampshire, United States Hannaford Supermarkets Full time

    Job Title: Customer Service LeaderHannaford Supermarkets is seeking a Customer Service Leader to join our team. As a Customer Service Leader, you will be responsible for providing exceptional customer service and ensuring a positive shopping experience for our customers.Key Responsibilities:Observe and follow all company policies and procedures.Maintain a...

  • Customer Service Leader

    2 weeks ago

    Bedford, New Hampshire, United States Hannaford Supermarkets Full time

    Job Title: Customer Service LeaderHannaford Supermarkets is seeking a highly skilled Customer Service Leader to join our team. As a Customer Service Leader, you will be responsible for providing exceptional customer service and ensuring a positive shopping experience for our customers.Key Responsibilities:Observe and follow all company policies and...

  • Customer Service Director

    1 day ago

    New Bedford, Massachusetts, United States Imtra Full time

    About the Role:We are seeking a seasoned Customer Service Manager to lead our Customer Service team and drive business growth in the Marine industry. Reporting to the Vice President of Operations, you will be responsible for shaping and executing a customer experience strategy that delivers satisfaction, efficiency, and profitability.Key...

  • Customer Service Director

    1 month ago

    New Bedford, Massachusetts, United States David Peterson - State Farm Agent Full time

    Job DescriptionJob Title: Customer Service ManagerCompany: David Peterson - State Farm AgentJob Type: Full-timeLocation: Remote (with occasional on-site visits)About Us:We are a dynamic team of insurance professionals dedicated to providing exceptional customer service and helping our clients achieve their financial goals.Job Summary:We are seeking a highly...

  • Customer Experience Director

    2 weeks ago

    Bedford, Massachusetts, United States Dodge Construction Network Full time

    About the RoleWe are seeking a highly skilled Customer Experience Director to lead our team in designing and delivering exceptional customer experiences across our portfolio of products. As a key member of our leadership team, you will be responsible for driving customer-centricity and transforming our customer experience (CX) for all Dodge products.Key...

  • Customer Service Representative

    3 weeks ago

    Bedford, Indiana, United States Thoroughbred Express Full time

    Job Title: Customer Service AssociateAt Thoroughbred Express, we are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Associate. This role is responsible for providing exceptional customer service and ensuring the smooth operation of our automated car wash facility.Key Responsibilities:Provide a positive...

  • Customer Service Representative

    1 month ago

    New Bedford, Massachusetts, United States Waterford Fire Service Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Guest Service Agent to join our team at the Waterford Fire Service. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.Key ResponsibilitiesProvide personalized service to guests,...

  • Retail Sales Associate

    2 hours ago

    Bedford, Massachusetts, United States Veterans Canteen Service Full time

    Join the Veterans Canteen Service TeamWe are seeking a highly motivated and customer-focused Retail Sales Associate to join our team at the Bedford, MA, VA Medical Center. As a Retail Sales Associate, you will be responsible for providing exceptional service to our customers, including Veterans and their caregivers, in our cafes and retail markets.Key...