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Associate Director, Customer Service
2 months ago
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.
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