Customer Order Specialist

2 weeks ago

horsham, United States KellyConnect | Contact Center Solutions Full time

Overview:

The Cell Therapy Customer Logistics Specialist is a member of the client organization Customer Service team, reporting to the Sr. Manager, Cell Therapy Order Specialists. The Cell Therapy Customer Logistics Specialist will serve as the primary point of contact for a portfolio of certified treatment sites, assisting the sites’ staff with the CAR-T Treatment orders and logistics. In this capacity, you’ll be the face of the organization to these sites and will be tasked with upholding the quality of service to which they subscribe.


Schedule/Compensation Details:

  • Attractive hybrid work solution that offers the best of both worlds
  • 3 days a week onsite, 2 days a week remote
  • Competitive pay rate- $25.75

Why should you apply:

  • Medical and dental benefits
  • Opportunity to gain valuable experience.
  • Enjoy a positive and supportive work environment.
  • Paid training to ensure you have the skills & knowledge to succeed.


Responsibilities:

What’s a typical day as a Customer Order Specialist? You’ll be responsible for:

  • Order and Case Management. You’ll be the point person for a select number of treatment sites, fielding and/or responding to inquiries regarding the cilta-cel treatment ordering process and all associated logistics.
  • Issue Resolution. Many order management activities can be handled independently by the treatment site via our online portal. However, if additional assistance is needed to resolve a problem or address a special need, then you serve as their expert order management resource.
  • Proactive Support. Proactively work with your assigned treatment sites to advise them of any concerns or issues that you discover as part of your routine monitoring of their treatment orders. Help the site resolve any order related problems that may arise.
  • Cross-functional collaboration. While we strive for “one and done” handling of customer requests, given the complex nature of CAR-T, some queries will require you to coordinate with other parties both inside and outside of the organization.
  • Site performance monitoring. Work with internal colleagues to monitor site performance and help find opportunities for operational improvements in the end to end order management journey (from enrollment to infusion) of the cilta-cel therapy.
  • Site Education: Upon request, provide treatment sites with educational materials around the end to end order fulfillment process for cilta-cel.
  • Site Certification: Assist new treatment sites who wish to offer the cilta-cel therapy with on-boarding onto the ordering platform, including but not limited to, establishing and maintaining account information for these sites in our order management system, and monitoring certification status.


Qualifications:

This job might be an outstanding fit if you meet the following:

  • Education: An Associate’s degree with at least 2 years of experience, or a Bachelor’s degree, is required.
  • Work Experience. A minimum of 3+ years of work experience in the healthcare industry is required. A mix of experiences across the following areas is preferred:
  • Manufacturing / Supply Chain
  • Clinical Trial Coordination / Site Management
  • Finance / Trade Process Planning
  • Customer Service / Customer Call Center
  • Academic or Large Treatment Site
  • Oncology, CAR-T, or Cell & Gene Therapy Experience
  • Communication. Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.
  • Collaboration. Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
  • Resourcefulness. Skilled in problem solving & using personal knowledge and any other available resources to work through ambiguous situations, resolve problems for customers and ensure their satisfaction.
  • Accountability. Demonstrates excellent case management skills. Eager to take ownership, be proactive, and see customer inquiries resolved through to their end.
  • Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments and shielding customers from that complexity.
  • Travel. This position is based in Horsham, Pennsylvania and may require up to 10% travel to other locations for business meetings.



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Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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