The Customer Service International Liaison (CSIL) provides a vital link between Genomic Health/Exact Sciences customers, the Genomic Health sales force and the internal commercial operations group and is a part of a world-leading team in personalized medicine. The CSIL will be the first point of contact for external parties who communicate with Genomic Health directly via the phone, email, regular mail or other means.
For EMEA specifically, the CSIL should thrive in a start-up environment and will be integral to the creation and implementation of new processes and policies. This individual should be self-motivated, career-minded, innovative, and inspired by the opportunity to help build a cohesive and multi-skilled customer support team.
The CSIL should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients, and their family members, media representatives, insurance company claims managers, internal sales representatives and others.
The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable perceptions of the Company. This is critical for a Customer Service team establishing its first-time ever presence outside the US. in relatively new, and thus challenging, markets.
It is imperative that the international CSIL possess exemplary Customer Service Skills, have a demonstrated ability to work independently and function effectively as a member of the Genomic Health International team. The CSIL will need to understand not only the technical aspects of the services that the Company offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other internal Genomic Health personnel. The CSIL is fluent in English and French. Other European languages are an added benefit.
Include but are not limited to the following:
Answer incoming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.
Provide assistance and information on product clinical requirements and sample accessioning processes within their scope of expertise in accordance with official Standard Operating Procedures.
Address all clinical inquiries referencing the scripted responses available on our knowledge database or according to common sense and training.
Oversee order fulfillment for all orders originating in EMEA, including assistance with the retrieval of specimens from submitting hospital and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.
Triage inquiries to the appropriate person, office, or department accordingly, while supporting a seamless experience for the customer.
Provide inside sales support to the field sales staff: Regional Oncogenomic Liaisons (ROLs) Country Managers and Director of Sales Ops when needed.
Maintain a high level of account expertise and management as it pertains to Genomic Health’s international partners and accounts.
Clinical / Medical or Scientific background.
Fluency in English, German and French required any additional European language a plus.
Minimum of 3-5 years Customer Service experience in Health Care, Lab or Pharmaceutical industry preferred.
Significant PC knowledge & Windows OS experience. Skilled competence with Microsoft Office Word, Excel, and PowerPoint. Salesforce.com a plus.
Highly effective at assimilating a large body of complex scientific material and a demonstrated ability to handle technically complex data and to articulate technical concepts.
A high level of empathy, enthusiasm, and self-confidence.
Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to a higher authority.
An excellent team player –highly effective in working with others but also capable of working independently as necessary.
Ability to multi-task and attention to detail. Must be able to work in a fastpaced, time-sensitive environment.
Highly effective at overcoming obstacles –tenacious and resilient.
Conflict resolution skills a must.
A deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for boththe field sales team and health care providers.
Flexibility to cross-train for up to 4 weeks in the US (Redwood City, CA) here qualifications and procedures allow.
Willingness to adhere to strict procedures for database management and approved responses to selected queries.
Strong customer service orientation and willingness to prioritize the needs of those seeking information from the Company.
Must have superior interpersonal and organizational skills. Excellent listening, oral and written communication skills.
Professional telephone manner
Experience following and/or developing Standard Operating Procedures (SOPs)
Ease of working with internal and external groups in reinforcing policy as well as accepting suggestions for improvement.
Superb follow-through skills and relationship management required
3-5 years of experience in European billing and reimbursement a plus.
Exact Sciences K.K. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, disability, nationality, ethnicity, creed, social status, age, and any other status protected by applicable Japanese national law or local regulations.