Customer Service Representative

2 days ago

Billerica, United States Lantheus Full time
Description

Lantheus is headquartered in Bedford, Massachusetts with 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 that contributes 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 are seeking 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
We are seeking an Account Management Liaison to represent Lantheus' products MK-6240 and NAV-4694. This is a customer facing position which will also work cross-functionally with other areas internally to setup, troubleshoot, and maintain ordering accounts. This individual should have strong oral and written communication skills, be able to work independently, and also at times as part of a larger cross-functional team.

Key Responsibilities/Essential Functions

Account Management:

Works with internal business partners to setup new ordering accounts, add new clinical studies, and/or deactivate existing accounts as needed.

  • Reviews all incoming onboarding requests for accuracy and work with the onboarding team to reconcile any discrepancies.
  • Enter new accounts and/or clinical studies into account-management system ensuring all data is accurate and accounted for in all screens.
  • Troubleshoots and resolves account-related issues with the online ordering platform.
  • Processes account changes of varying complexities with pharmacy, website, and internal partners so all systems and relevant parties are aligned.

Customer Service:

Works in a phone and e-mail based environment responding to inquiries as they come in.

  • Maintains knowledge of products to educate and speak intelligently to customers regarding their orders and other needs.
  • Assists customers with urgent ad-hoc order requests working with pharmacy and other business partners to help meet their needs.
  • Processes cancellations, order changes, and communicates updates back to customer in a timely fashion.
  • Communicates with customers regarding pharmacy disruptions/delays and offers to assist with re-scheduling unusable doses.
  • Educates customers on ordering process, ordering/cancellation cut-off periods, and order availability windows.

Order / Product Management:

  • Investigates and responds to invoicing inquiries processing additional invoicing changes as needed.
  • Processes invoices for orders in Lantheus ERP system reviewing pricing, account, and study details for accuracy.
  • Assists management with order reconciliation to ensure data integrity.
  • Addresses other ad-hoc requests and projects provided by management/leadership.

Basic Qualifications

  • High school degree and 3+ year's of related exep
  • Strong verbal and written communication.
  • Prior customer service experience preferred.
  • Experience with Excel preferred.
  • This position is site-based and requires a presence on-site three days per week.

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