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RLT Account Customer Support Associate (11:30 am - 8 pm ET)

Customer Service

Customer Support


East Hanover, New Jersey, United States

Location: East Hanover, NJ<br>Please note that this role would not provide relocation and only local candidates will be considered.<br><br>About the Role:<br><br>Thousands of people die of cancer around the world every day. At Novartis, we are reimagining cancer care with radioligand therapy. By harnessing the power of radioactive atoms and applying it to advanced cancers, radioligand therapy is theoretically able to deliver radiation to target cells anywhere in the body. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. We are passionate about improving patient health by leading innovation in nuclear medicine and our ambition is to touch 1 million patients’ lives with radioligand therapy by 2030. We are looking for people who share our commitment to help us achieve this goal.<br><br>The RLT Account Customer Support Associate role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email.<br><br>Key Responsibilities: <br> <br>• Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery<br>• Answer questions from Novartis NPS field associates to provide support to customers. Partner with cross-functional stakeholders to provide accurate and timely customer feedback<br>• Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.<br>• Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery. Ability to complete all calls once they have begun to ensure no interruption of service.<br>• Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner<br>• Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up<br>• Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines<br><br>[#video# {#400,300#}#/video#]