curium
Customer Service Representative
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About Curium
Curium is the world’s largest nuclear medicine company with more than a century of industry experience. We develop, manufacture and distribute world-class radiopharmaceutical products to help patients around the globe. Our proven heritage combined with a pioneering approach are the hallmarks to deliver innovation, excellence and unparalleled service.
With manufacturing facilities across Europe and the United States, Curium delivers SPECT, PET and therapeutic radiopharmaceutical solutions for life-threatening diseases to over 14 million patients annually. The name ‘Curium’ honors the legacy of pioneering radioactive researchers Marie and Pierre Curie, after whom the radioactive element curium was named and emphasizes our focus on nuclear medicine. The tagline ‘Life Forward’ represents our commitment to securing a brighter future for all those we serve: An enhanced quality of care for our patients. A trusted partner to our customers. A supportive employer to our valued team.
Summary of Position
The Customer Service Representative is responsible for providing the highest level of customer service excellence to customers while operating within Curium company guidelines. They will be primarily responsible for managing all aspects of the order management process for customers of Curium Pharma for the Nuclear Medicine Division. The individual will be responsible for ensuring that the needs of all customers are met in a timely and professional manner.
The role is busy, varied and demands an eye for detail and an excellent approach to organizing workload as the role involves working under pressure and meeting tight deadlines.
Essential Functions
- Order processing (quote to invoice) in an accurate and timely manner ensuring deadlines are adhered to.
- To respond to requests and queries, ensuring a high level of professional service is always provided to customers.
- Processing of credits and rebills as and when required.
- Manage stock in UK Distribution hub and during stock shortages.
- Preparing daily shipment file for couriers, ensuring all information is up to date and accurate.
- Prior planning and organizing of customer communication regarding product availability.
- Liaising with both manufacturing plants and couriers to ensure latest information is provided in relation to shipments.
- To maintain and update individual Customer forms, ensuring that all information retained is accurate and up to date.
- Work according to current SOP and work-instructions
- To carry out departmental tasks as identified each day, following all procedures accurately in order to maintain high standards at all times.
- Maintains knowledge of company products and customer service processes.
- Adhere to all policy and procedures at all times, escalating to Team Leader/Team Manager any item that falls outside of policy which is requested from any other department, team, or entity within the company.
- Requirement to cover on call as per Department Rota.
- Monitor PO’s and process accordingly daily/weekly/monthly for non-wholesale sites
- Assist with monthly invoicing for non-wholesale sites
- Maintain internal reports
- Tasks outside the scope of this description as business needs evolve
- Support the Sales and Operations team with departmental Administration tasks
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Requirements
Experience / Skills:
- Ideally 3 to 4 years of experience in fast paced customer service department (medical/pharmaceutical experience is ideal)
- Experience in an inbound call center environment, retail, or any other customer/social service venue
- Experienced with Excel & Word applications
- Maturity and patience to deal with Customers requiring immediate solutions is essential
- Excellent telephone manners and ability to deal with customer orders and queries in a helpful, efficient and professional manner.
- Demonstrated excellence in written and oral communication.
- Must possess strong interpersonal, analytical and organizational skills.
- Flexibility to cover extra working hours when needed.
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Competencies:
Engaged:
- Able to prioritize
- Takes responsibility
Competitive:
- Proactive
- Drives to improve our services and processes
- Adaptable to a fast-changing environment
Collaborative:
- Good team worker
- Strong communication skills
High performing:
- High work standards
- Sense of urgency
- Detail oriented
- Able to deal with stress
Trustworthy:
- Committed to offer best customer service
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
Equal Opportunity Employer
Curium is an equal opportunity employer and believes everyone deserves respect, dignity and equality. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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