Customer Service Support Lead

Lantheus • ,

1d • $35 - $51 • Hybrid

About The Position

Lantheus is seeking an enthusiastic and customer-focused Customer Service Support Lead to join their dynamic team. This role offers remote flexibility with the option for a hybrid work model. The schedule is Monday through Friday, 10:30 AM – 7:00 PM EST. The ideal candidate is a strong communicator and problem-solver who thrives in a fast-paced environment and is dedicated to delivering exceptional customer experiences. Lantheus is the leading radiopharmaceutical-focused company, delivering life-changing science to enable clinicians to Find, Fight and Follow disease to deliver better patient outcomes. Headquartered in Massachusetts with offices in New Jersey, Canada, Germany, Sweden, Switzerland and United Kingdom, Lantheus has been providing radiopharmaceutical solutions for nearly 70 years. Today, they are expanding their portfolio and pipeline across oncology, neurology and cardiology. Through recent acquisitions, along with strategic partnerships across the life sciences ecosystem, they are accelerating their efforts to advance precision medicine and improve patient outcomes around the world. At Lantheus, they are purpose-driven, and every employee plays a vital role in their success. They’re dedicated to cultivating a high-growth, forward-thinking culture where innovation thrives and diverse perspectives drive meaningful progress.

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.

Nice To Haves

• 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.
• Commitment to safety protocols and company values.

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.

Benefits

• comprehensive health benefits package that includes medical, prescription drug, dental, and vision coverage.
• life and disability benefits
• pre-tax accounts
• a 401(k) with company contribution
• a variety of other benefits
• generous time off package including paid vacation, holidays, sick days, and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed