Dir Customer Service

The Director Customer service and Reconciliations is responsible for the creation and implementation and tracking of appropriate performance metrics, actionable insights, and forward-looking solutions to address customer-facing defects. The candidate will hold internal and external partners accountable to meeting agreed performance expectations. Identify, develop, and recommend solutions to resolve issues and implement effective corrective actions. Establish metrics, track, measure and communicate both positive and negative performance to key stakeholders.

Essential Capabilities/Competencies

• Managing a team of high-performing individuals; developing personnel to ensure highest level of customer service, process efficiency and accuracy.
• Experience in customer service and order to cash reconciliation ideally in radio pharmaceuticals/diagnostics.
  • Build Cerveau Customer Experience by ensuring Customers receive the highest level of communication and service standards.
  • Establish, implement, and monitor reconciliation Escalation Process
  • Respond to stressful situations and emergencies in a calm, professional manner while maintaining Company Culture standards.
  • Cultivate productive relationships and work with PMFs, Sales, Logistics, Customer Service, and End-Users daily and when issues occur to proactively bridge communication.
• Travel as needed to attend corporate meetings and address customer needs.
• Strong analytic and critical thinking skills
  • Possess computer competencies to develop systems to track and report logistical details unique to Lantheus Products.
  • Maintain accurate data to track customer volume and other relevant metrics and trends.
• Demonstrated success in project management, multitasking, and meeting deadlines.
  • Proven history as analytical person, experienced in managing multiple projects simultaneously and delivering results in a timely manner.
• Ability to influence others without direct report function.
  • Communicate ideas and information, both verbally and written, in a persuasive and appropriate manner; ability to communicate complex or technical content in a convincing way to a variety of key stakeholders.
  • Engage directly with Imaging Customers via phone, videoconferencing, and email.
  • Effective collaboration skills with internal and external stakeholders; the ability to work at peer-level with experienced technical and commercial experts. Experience in managing customers, collaborations, partners, and vendors.
  • Organize and actively participate in routine conference calls with PMFs and set up additional calls, as necessary.
• Must be persistent, energetic, and capable of working effectively in a team environment, independently and/or remotely.
• Experience in product manufacturing logistics
  • Demonstrate high logistics and supply chain acumen with a focus on high priority opportunities.
  • Develop a thorough understanding of PYLARIFY manufacturing and distribution process.
• Identify and implement customer-facing process changes and provide feedback for continuously improvement.
• Provide prompt and objective feedback, to enhance or improve logistic performance by setting expectations and holding individuals accountable for performance.

This position will report to Head of Customer Service

Required:

• 10 years of experience working in Nuclear Medicine and/or Radiopharmacy with an understanding of PET manufacturing and distribution is preferred; Understands PET Imaging Customer experience and retention within a competitive marketplace.
• Expertise in Order to cash processes as related to Radiopharmaceuticals and diagnostics
• 5 years successful customer service experience in Radiopharmaceuticals with strong organization skills
• Knowledge of regulatory requirements, including Department of Motor Vehicles (DMV) and Department of Transportation (DOT)
• Ability to work across time zones, after hours and weekends may be necessary from time to time.
• Fluency in English

Preferred:

• Bachelor's degree in relevant field