RLT Customer Support Associate

Employment Type: Contract, [W2]
Location: East Hanover, NJ 07936, hybrid (onsite Wednesdays, remote Mon/Tue/Thu/Fri)
Duration: 6 months
Pay Rate: $18-20/hr
Openings: 2
Shifts: 7:30 AM–4:00 PM or 8:30 AM–5:00 PM ET
Interview Process: 2 rounds
Work Authorization: Must be authorized to work in the US. Visa sponsorship is not available now or in the future.

About the Role

Our client, a global pharmaceutical leader, is hiring two Customer Support Associates for its Radioligand Therapy (RLT) program, a specialty oncology treatment area. You’ll be a front-line point of contact for customers and the client’s field associates. You’ll handle inbound and outbound calls, email, and other digital channels, and support product administration scheduling, order management, and delivery.

This is a queue-based, fast-paced role for someone who stays calm under pressure, pays close attention to detail, and cares about getting time-sensitive therapies to patients accurately and on schedule.

What You’ll Do

• Support customers with product administration scheduling, order management, and delivery for RLT products.
• Respond to inquiries from customers and field associates with accurate, timely information, and work with cross-functional teams to resolve issues.
• Own cases from first contact through resolution, including phone and email outreach, documentation, follow-up, and escalation.
• Handle ordering, scheduling, and delivery interactions with continuity, finishing interactions yourself whenever possible.
• Follow established protocols across phone, chat, fax, text, mail, and email.
• Accurately document interactions, notifications, escalations, follow-ups, and resolutions in the relevant systems.
• Use internal tools for case management, customer support, ordering, and delivery coordination.
• Follow all work instructions, compliance guidelines, and quality requirements.
• Identify and report adverse events through the established processes.
• Work an 8.5-hour shift with two paid breaks and an unpaid lunch. Some flexibility is required, including early mornings, later evenings, weekends, and holidays as business needs require.

Required Qualifications

• Bachelor’s degree.
• 1+ years of experience in healthcare, pharma, biopharma, life sciences, or a related healthcare setting.
• Experience providing phone-based support to customers, patients, providers, or healthcare professionals.
• Fluent English. Other languages are a plus.
• Strong written and verbal communication, interpersonal, and time management skills.
• Detail-oriented problem solver who makes sound decisions under pressure.
• Ability to juggle multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Excel and PowerPoint, and the ability to learn new systems quickly.
• Availability for a flexible, staggered schedule, including early mornings, later evenings, weekends, and holidays as needed.

Preferred Qualifications

• Experience in pharma or biopharma customer service, patient services, or healthcare operations.
• Experience supporting oncology or specialty pharmaceuticals.
• Salesforce experience.
• Experience with telephony systems, case management platforms, and order management systems.

What Makes You a Fit

• A customer- and patient-centric mindset
• Strong attention to detail and accuracy
• Accountability and ownership
• Collaboration and teamwork
• Composure in a fast-paced support environment