Customer Service Liaison Job at Exact Sciences (Warsaw)

Job Description

The Customer Service Liaison II, Poland provides a vital link between Exact Sciences customers, the Exact Sciences sales force, and the internal commercial operations group and is a part of a world-leading team in personalized medicine. The holder of this role is the first point of contact for external parties who communicate with Exact Sciences directly via the phone, email, or other means. The Customer Service Liaison II will handle multiple tasks and answer a variety of queries that will come from a diverse customer base to include health care professionals, cancer patients and their family members, internal sales representatives, and others.

Job Responsibility

Answer in-coming calls to the customer service phoneline during business hours
document all calls according to customer service policy and procedures
Assist and inform on product clinical requirements and sample accessioning processes within scope of expertise in accordance with official standard operating procedures (SOPs)
Address all clinical inquiries referencing the scripted responses available on our knowledge data base or according to training
Oversee order fulfillment for all orders originating in EMEA to include assistance with the retrieval of specimens from submitting hospital and collaborate with field sales to ensure the ordering experience of the customer is seamless, timely, and effective
Demonstrate maturity and good judgment to understand when to exercise initiative and handle queries directly and when to escalate queries to higher authority
Triage inquiries to the appropriate person, office, or department accordingly, while supporting a seamless experience for the customer
Maintain highest level of discretion when dealing with customer issues and apply data privacy principles (per GDPR) in carrying out daily work
Provide inside sales support to field sales staff and members of the commercial teams when needed
Maintain a high level of account knowledge and expertise as it pertains to our international partners and accounts
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
Support and comply with the company’s Quality Management System policies and procedures

Requirements

Bachelor’s degree in modern languages or another field related to the essential duties of the position
or high school degree/ 4th level vocational qualification and 5 years of relevant experience related to the essential duties of the position in lieu of bachelor’s degree
Fluency in English and Arabic (C1 or above per CEFR framework)
Proficiency / ability to communicate effectively with the English, French and/or Arabic language
3+ years of customer service experience in a medium or large sized company
Deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both our internal and external customers
Demonstrated ability to follow and maintain and/or develop SOPs
Proficient in the use of Microsoft Suite, Salesforce, or other case management tools

Nice to have

Experience in molecular biology, genomics, translational science, and/or personalized medicine
Superior technical communication skills
Highly effective at assimilating a large body of complex scientific material and ability to handle technically complex data and to articulate technical concepts
Excellent team player
highly effective in working with others but also capable of working independently, as necessary
Ability to multi-task and strong attention to detail
Ability to work in a fast paced, time-sensitive environment
Highly effective at overcoming obstacles
tenacious and resilient
Strong conflict resolution skills
Strong customer service orientation and willingness to prioritize needs of those seeking information
Superior interpersonal and organizational skills
Excellent listening and oral and written communication skills
Professional telephone manner
Superb follow-through and relationship management skills

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