Customer Care Specialist - Americas

See Yourself at Telix

The Customer Care Specialist, Americas (CCS, Americas) will act as the primary point of contact for Telix Customers, commercial partners, contract manufacturing organizations (CMOs), and internal stakeholders, supporting day-to-day customer care operations for Telix Pharmaceuticals, US. In addition to core customer service responsibilities, this role will support the commercial launch and ongoing operational needs of TLX101Px, including intake and triage of product-related requests, coordination of internal escalations, management of failure notifications from CMOs and radiopharmacies, follow-up through case closure, and accurate documentation within ticketing and reporting systems. The role works cross-functionally with Quality, Supply Chain, Logistics, Commercial, and other internal teams to support complaint handling, temperature reporting, non-conformances, production failures, and related issue resolution in a timely, professional, and compliant manner. The Customer Care Specialist will be required to maintain strong knowledge of current and new products, services, systems, and policies while helping ensure high-quality customer and partner experience.

Key Accountabilities:

• Serves as the primary point of contact for customers, commercial partners, CMOs, radiopharmacies, and internal stakeholders, helping ensure a high-quality customer and partner experience.
• Triages and manages incoming product-related requests, inquiries, and issue notifications across multiple communication channels.
• Coordinates internal escalations across cross-functional teams including Commercial, Operations, Supply Chain, Logistics, Finance, Regulatory, Clinical, and Quality, as appropriate.
• Receives, documents, and manages failure notifications and other operational issue notifications from CMOs, radiopharmacies, and other external partners.
• Maintains complete, accurate, and timely documentation of customer interactions, product issues, complaints, escalations, and resolutions within ticketing, reporting, and other business systems.
• Processes customer requests, inquiries, and service cases in a timely and professional manner, leveraging appropriate systems, resources, and stakeholders.
• Supports complaint intake and case coordination, including follow-up, communication, documentation, final closure in partnership with Quality and other internal teams.
• Supports temperature reporting and documentation activities, including the tracking and communication of temperature excursions and related follow-up actions.
• Partners with Product Operations, Quality and other cross-functional stakeholders to coordinate notification and escalation related to non-conformances, production failures, deviations, complaints, and other product-related events.
• Tracks cases through resolution and closure, ensuring timely follow-up, clear communication, and closed-loop feedback to internal and external stakeholders.
• Utilizes multiple internal systems and third-party platforms to support customer care operations, issue management, order support, shipment visibility, reporting, and ticket/case tracking.
• Serves as the primary point of contact for customers, commercial partners, CMOs, radiopharmacies, and internal stakeholders, helping ensure a high-quality customer and partner experience.
• Triages and manages incoming product-related requests, inquiries, and issue notifications across multiple communication channels.
• Coordinates internal escalations across cross-functional teams including Commercial, Operations, Supply Chain, Logistics, Finance, Regulatory, Clinical, and Quality, as appropriate.
• Receives, documents, and manages failure notifications and other operational issue notifications from CMOs, radiopharmacies, and other external partners.
• Maintains complete, accurate, and timely documentation of customer interactions, product issues, complaints, escalations, and resolutions within ticketing, reporting, and other business systems.
• Processes customer requests, inquiries, and service cases in a timely and professional manner, leveraging appropriate systems, resources, and stakeholders.
• Supports complaint intake and case coordination, including follow-up, communication, documentation, final closure in partnership with Quality and other internal teams.
• Supports temperature reporting and documentation activities, including the tracking and communication of temperature excursions and related follow-up actions.
• Partners with Product Operations, Quality and other cross-functional stakeholders to coordinate notification and escalation related to non-conformances, production failures, deviations, complaints, and other product-related events.
• Tracks cases through resolution and closure, ensuring timely follow-up, clear communication, and closed-loop feedback to internal and external stakeholders.
• Utilizes multiple internal systems and third-party platforms to support customer care operations, issue management, order support, shipment visibility, reporting, and ticket/case tracking.
• Helps develop, refine, and scale customer care processes to support customer onboarding, product ordering, shipment tracking, product reporting, complaint handling, and new product launch readiness.
• Provides training and support for internal and external stakeholders on relevant customer care processes, systems, and issue-handling workflows.
• Develops and delivers customer care and operational metrics reporting, as needed.

Position Requirements (required)

Education and Experience:

• 2+ years Customer Service experience
  • Preferred experience in complaint handling and product issue management, ticketing or case management systems, and coordination with manufacturing, quality and supply chain partners
  • Experience in radiopharmaceuticals, pharma, biotech, med device or other regulated environments is preferred.
• Associate’s/bachelor’s degree, or equivalent education and work experience
• Proficiency in various software/computer systems
• SAP experience preferred
• Salesforce experience preferred
• Strong communication and cross functional collaboration skills
• Ability to work independently

Key Capabilities:

• Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive environment where everyone feels valued and respected
• Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
• Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
• Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
• Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
• Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
• Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
• Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
• Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
• Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills