Radioligand Customer Service Associate (Shift 2)

About the role

ITM USA, Inc. is expanding its commercial team to bring innovative radiopharmaceutical therapies to patients and strengthen its presence in oncology. As a Radioligand Customer Service Associate (Shift 2), you will serve as the primary operational point of contact for hospitals, health systems, nuclear medicine departments, and nuclear pharmacies throughout the radioligand therapy treatment journey.

Responsibilities

• Support customer onboarding, order management, dose scheduling, shipment visibility, issue resolution, and post-delivery support while partnering closely with manufacturing, logistics providers, and commercial teams.
• Proactively identify and resolve potential disruptions to ensure uninterrupted patient treatment, driving a culture of exemplary customer experience across our network of hospitals and nuclear medicine clinics.
• Manage customer cases from intake through resolution by reviewing ticket history, identifying trends, ensuring seamless handoffs, and providing guidance to clients on platform best practices using SAP, ERP Systems, PowerBi software, and logistics tracking tools.
• Proactively monitor live shipment dashboards to identify potential transportation delays and intervene before time-sensitive radiopharmaceutical deliveries impact patient care.
• Partner with Account Managers to onboard new radioligand therapy sites by supporting online ordering portal registration, order entry training, ticket submission, and customer service processes to improve adoption and operational efficiency.
• Support customers with order modifications, cancellations, re-orders, shipment updates, and escalation of product complaints or potential adverse events while maintaining proactive communications throughout the process.
• Partner with Account Management, Manufacturing, and Supply Chain teams to support customer communications and prioritize product allocation during manufacturing disruptions, product shortages, or other issues that may potentially constrain supply.
• Serve as the operational liaison between customer-facing teams, manufacturing, and nuclear pharmacy partners to facilitate urgent requests and ensure timely execution of critical orders.
• Maintain compliance with HIPAA regulations while accurately documenting complaints and supporting pharmacovigilance reporting requirements.

Requirements

• Bachelor of Science or Bachelor of Arts in Life Sciences, Supply Chain Management, Healthcare Administration, Information Technology, or a related technical or scientific field.
• An equivalent combination of education and direct, hands-on experience in radiopharmaceuticals, nuclear medicine operations, or radioligand therapy logistics will be fully accepted in lieu of the specified degree major.
• 3-5 years of experience supporting time-sensitive healthcare logistics, nuclear pharmacy operations, medical customer service, or hazardous medical transportation.
• Prior experience supporting nuclear medicine products, radiopharmaceuticals, or radioligand therapies is highly desirable.

Qualifications

• Exceptional verbal and written communication skills with the ability to provide clear instructions effectively across customers, nuclear pharmacists, logistics providers, manufacturing, and sales teams.
• Strong problem-solving, organizational, and decision-making skills in a fast-paced, high-priority environment.
• Able to manage multiple priorities while maintaining exceptional attention to detail.
• Technical proficiency in Microsoft Office Suite, SAPERP Platforms, PowerBi, SharePoint, Comcast VoIP or similar telephony systems.

Skills

• Excellent communication skills.
• Strong problem-solving and organizational abilities.
• Ability to manage multiple priorities.
• Technical proficiency in relevant software.

Benefits

• Competitive base salary.
• Comprehensive health benefits, including a medical plan with no employee premium and 100% company-paid dental and vision coverage.
• Annual bonus opportunity.
• 401(k) with company match.
• Generous paid time off and company holidays.
• An entrepreneurial environment with the opportunity to shape a high-growth U.S. business.

Pay

The compensation range for this US role is listed above for a full-time employee. Actual salary will vary based on factors such as candidate's qualifications, skills, competencies, and demonstrated experience.

Schedule

The standard work schedule is to provide primary phone and email support to US-based customers during standard hours (11:30 am – 8:00 pm ET). Flexibility is required to occasionally work an alternative shift (8:00 am – 4:30 pm ET) to provide coverage during vacations, absences, or other operational needs, while adapting workflows to support a growing commercial organization. An onsite 5-day a week schedule at Princeton, NJ location, with potential to move to a hybrid schedule based on commercialization scale.