Radioligand Customer Service Associate (Shift 2)

Radioligand Customer Service Associate (Shift 2)
Your role

Customer Support & Operations:

Provide primary phone and email support to US-based customers during standard hours (11:30 am – 8:00 pm ET). Flexibility to occasionally work an alternate shift (8:00 am – 4:30 pm ET) for coverage. Onsite 5 days a week at Princeton, NJ location, with potential to move to a hybrid schedule based on commercialization scale.

Case Management:

Manage customer cases from intake through resolution by reviewing ticket history, identifying trends, ensuring seamless handoffs, and providing guidance on platform best practices using SAP, ERP systems, PowerBi, and logistics tracking tools.

Dose Delivery Monitoring:

Proactively monitor live shipment dashboards to identify potential transportation delays and intervene before time‑sensitive radiopharmaceutical deliveries impact patient care.

Customer Onboarding & Training:

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.

Order Management:

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.

Crisis Management & Supply Prioritization:

Partner with Account Management, Manufacturing and Supply Chain teams to support customer communications and prioritize product allocation during manufacturing disruptions or shortages.

Cross-Functional Lab Liaison:

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.

Compliance and Guardrails:

Maintain compliance with HIPAA regulations while accurately documenting complaints and supporting pharmacovigilance reporting requirements.

Your profile
Education:

Bachelor of Science or Bachelor of Arts in Life Sciences, Supply Chain Management, Healthcare Administration, Information Technology, or a related technical or scientific field.

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.

Experience:

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.

Soft Skills:

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.

Ability to manage multiple priorities while maintaining exceptional attention to detail.

Technical Proficiency:

Microsoft Office Suite

SAP

ERP Platforms

PowerBi

SharePoint

Comcast VoIP or similar telephony systems

Our offer

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.

Salary Range (US) $100,000 - $125,000

ITM is an equal opportunity employer. Qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, marital status, or any other characteristic protected by law.

If you are a qualified individual with a disability or a disabled veteran and are unable to apply for a position through our online application process, you may request a reasonable accommodation. To request assistance, please contact us at carrersus@itm-radiopharma.com.

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