Customer Order Specialist (Cell Therapy)

KellyConnect | Contact Center Solutions; Horsham (PA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Paid training

Supportive work environment

Job summary

Join a forward-thinking company as a Cell Therapy Customer Order Specialist! In this role, you'll be the primary contact for treatment sites, ensuring smooth order management and logistics for CAR-T treatments. With a hybrid work model, you can enjoy the flexibility of working both onsite and remotely. You'll collaborate with various teams to enhance service quality and support healthcare professionals in delivering top-notch care. If you have a passion for customer service and a background in healthcare, this is an exciting opportunity to make a real impact in a supportive environment.

Qualifications

• 2+ years experience in healthcare or relevant field.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Manage orders and logistics for treatment sites effectively.
• Provide proactive support and resolve issues for customers.

Skills

Excellent oral and written communication skills

Problem-solving skills

Team collaboration

Accountability in case management

Flexibility in adjusting priorities

Education

Associate’s degree

Bachelor’s degree

Job description

Customer Order Specialist (Cell Therapy)

Are you detail-oriented with a knack for business to business order management and customer service? KellyConnect needs your skillset! We’re seeking a Cell Therapy Customer Order Specialist to work at a premier employer centrally located in Horsham, PA.

The Cell Therapy Customer Logistics Specialist is a member of the client organization Customer Service team, in Horsham, PA, reporting to the Sr. Manager, Cell Therapy Order Specialists. The Cell Therapy Customer Logistics Specialist will serve as the primary point of contact for a portfolio of certified treatment sites, assisting the sites’ staff with the CAR-T Treatment orders and logistics. In this capacity, you’ll be the face of the organization to these sites and will be tasked with upholding the quality of service to which they subscribe.

• Attractive hybrid work solution that offers the best of both worlds: 3 days a week onsite, 2 days a week remote.

MUST RESIDE IN OR NEAR HORSHAM, PENNSYLVANIA

• Competitive pay rate- $25.75

Why should you apply:

• Medical and dental benefits
• Opportunity to gain valuable experience.
• Enjoy a positive and supportive work environment.
• Paid training to ensure you have the skills & knowledge to succeed.

Responsibilities:

What’s a typical day as a Customer Order Specialist? You’ll be responsible for:

• Order and Case Management: You’ll be the point person for a select number of treatment sites, fielding and/or responding to inquiries regarding the cilta-cel treatment ordering process and all associated logistics.
• Issue Resolution: Many order management activities can be handled independently by the treatment site via our online portal. However, if additional assistance is needed to resolve a problem or address a special need, then you serve as their expert order management resource.
• Proactive Support: Proactively work with your assigned treatment sites to advise them of any concerns or issues that you discover as part of your routine monitoring of their treatment orders. Help the site resolve any order-related problems that may arise.
• Cross-functional collaboration: While we strive for “one and done” handling of customer requests, given the complex nature of CAR-T, some queries will require you to coordinate with other parties both inside and outside of the organization.
• Site performance monitoring: Work with internal colleagues to monitor site performance and help find opportunities for operational improvements in the end-to-end order management journey (from enrollment to infusion) of the cilta-cel therapy.
• Site Education: Upon request, provide treatment sites with educational materials around the end-to-end order fulfillment process for cilta-cel.
• Site Certification: Assist new treatment sites who wish to offer the cilta-cel therapy with onboarding onto the ordering platform, including but not limited to, establishing and maintaining account information for these sites in our order management system, and monitoring certification status.

Qualifications:

This job might be an outstanding fit if you meet the following:

• Education: An Associate’s degree with at least 2 years of experience, or a Bachelor’s degree, is required.
• Work Experience: A minimum of 3+ years of work experience in the healthcare industry is required. A mix of experiences across the following areas is preferred:
• Manufacturing / Supply Chain
• Clinical Trial Coordination / Site Management
• Finance / Trade Process Planning
• Academic or Large Treatment Site
• Oncology, CAR-T, or Cell & Gene Therapy Experience
• Communication: Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.
• Collaboration: Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
• Resourcefulness: Skilled in problem solving & using personal knowledge and any other available resources to work through ambiguous situations, resolve problems for customers and ensure their satisfaction.
• Accountability: Demonstrates excellent case management skills. Eager to take ownership, be proactive, and see customer inquiries resolved through to their end.
• Flexibility: Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments and shielding customers from that complexity.
• Travel: This position is based in Horsham, Pennsylvania and may require up to 10% travel to other locations for business meetings.