Customer Service Support Lead

Lantheus is a leading radiopharmaceutical-focused company dedicated to improving patient outcomes through innovative solutions. They are seeking a Customer Service Support Lead who will manage customer accounts, handle inquiries, and ensure order fulfillment while providing exceptional customer experiences.

Responsibilities:

• Serve as the primary point of contact for customer account management, handling order placement, inquiries, and complaints via phone and email
• Address a wide variety of customer inquiries, ranging from routine questions to complex special requests
• Support accounts receivable activities and ensure documentation accuracy for all transactions
• Support customers with billing related matters, including invoice questions, purchase order discrepancies, and coordination of issue resolution with internal teams
• Accurately process and monitor product orders using various systems, ensuring timely delivery and adherence to customer requirements
• Determine appropriate facilities to fulfill orders by evaluating factors such as proximity, production schedules, and product decay rates
• Communicate effectively with customers regarding order status, production schedules, and any potential delays, providing alternative solutions as needed
• Proactively resolve issues related to manufacturing or delivery that may impact customers, ensuring continuity of care for patients
• Investigate and resolve service failures, billing errors, and other complaints, coordinating with management for resolution
• Manage compliance requirements, including quality control and reporting of adverse events, to uphold regulatory standards
• Ensure all activities align with quality assurance protocols and regulatory requirements
• Demonstrate strong commitment to safety and adhere to all company safety protocols and values
• Collaborate with internal and external teams to ensure seamless order completion, invoicing accuracy, and customer satisfaction
• Partner with the sales team to provide account support, share insights, and assist with promotions or special initiatives
• Participate in team initiatives, training sessions, and improvement projects to drive excellence in customer service operations
• Communicate with diverse stakeholders, including doctors, technicians, and purchasing agents, tailoring support to their specific needs
• Utilize multiple software systems (ERP, CRM, and third-party tools) to manage customer orders and account history effectively

Requirements:

• 3+ years in a customer-facing role, preferably in healthcare, pharmaceutical, or technical industries
• Strong communication skills, both written and verbal, with the ability to effectively engage and educate customers
• Proven problem-solving abilities and experience managing customer inquiries efficiently
• Proficiency with ERP, CRM, or similar order management systems
• Ability to work in a hybrid environment (3 days in-office, 2 days remote) and ensure data integrity across systems
• Availability to work on company-observed holidays as needed
• Familiarity with regulatory and compliance standards in healthcare or pharmaceutical industries is preferred
• Availability to work occasional extended hours during peak periods or in case of urgent customer needs
• Ability to participate in training, team initiatives, and process improvement projects