Customer Service Specialist – Medical

Job title: Customer Service Specialist – Medical

Job description: BWXT Medical Ltd. is a trusted source for the development and manufacture of nuclear medicine for biotechnology, life sciences, pharmaceutical companies and academia partners. Headquartered in Kanata, Ontario, BWXT Medical Ltd. employs over 300 highly-skilled people in Kanata and Vancouver, British Columbia.

BWXT Medical Ltd. is hiring a Customer Service Specialist. This position will be located in Vancouver, British Columbia and will support our growing non-sterile (API) product business.

Location: 4004 Wesbrook Mall, Vancouver B.C.

Hybrid Work Model.

Job Purpose:

This role is responsible for coordinating and providing the comprehensive sales support, including radiochemicals and radiopharmaceuticals, and customer support service for all medical isotope products produced in Kanata and Vancouver. Activities include the entire range of the in-house sales function, including administration of major long-term contracts, liaising with multiple sites and operation groups to meet customer needs.

Job Structure and Communications:

• Reports to Manager Commercial Operations & Customer Service.
• This role is the key point of contact with the customer on all products issues. Communication skills are critical component to this role, and include negotiations with customers, diplomacy and tact in dealing with problems, persuading and influencing change in operation, and exchange of complex technical information.
• Must be able to communicate effectively both written and verbal with external customers (typically, purchasing agents, production and QC professionals, doctors and researchers).
• Must be able to communicate effectively with internal employees of various levels in Production, Logistics, QC, Sales, Marketing, Regulatory Affairs, other internal departments in both Vancouver and Kanata.

Accountabilities:

• Handles specific accounts working closely with the Sales and Marketing.
• Responses to customer inquiries.
• Quotes on small lot and retail sales from approved price list.
• Coordinates customer orders with Production and Logistics of either BWXT Medical sites (Kanata, Vancouver) to ensure that all aspects of the customers’ requirements can be met with respect to product and delivery terms.
• Handles last minute changes in schedule/allocations in emergency or shortage situations keeping both the customer and internal operation groups informed.
• Receives, records and forwards customer complaints to the appropriate department and initiates corrective actions as required. Responds to customer complaints by initiating immediate action toprovide relief as well as take an active role in problem solving and timely closure.
• Provides Sales and Marketing with sales trends and marketing information and other reports as needed.
• Keeps Sales and Marketing informed about important customer and market changes.
• Is responsible for the account management in terms of defining needs, under general guidelines recommends pricing and negotiates final terms.
• Administers contracts to optimize company profitability objectives as well as customer satisfaction objective; must manage customer expectation and balance customer needs with optimum utilization of company resources. Daily interactions must reflect long-term strategies for the account.
• Coordinates with the relative internal department to provide customers with a broad level of technical support.
• Develops long-term customer relationship and in-depth understanding of the customers’ operations utilizing interaction to create value and to obtain competitive and market information.
• Participates in trade sales and customer visits.
• Provides market feedback on pricing and product acceptance.
• Is responsible for the accuracy of all order related information entered into the Oracle order management system, including pricing and delivery terms and develops controls to minimize order entry error.
• Assists in production inventory planning as required.
• May have to work extended hours in emergency situations.
• Must be prepared to be on office duty on some holidays and be “on call” at home for emergencies.
• Working hours may be subject to change, based on changing business requirements.

Knowledge and Experience

• Degree or Diploma in Business Administration, Science or equivalent business experience.
• Detailed knowledge and understanding of company operations and SOP’s related to commercial and financial commitments and cGMP.
• Excellent knowledge of isotope products and their technical aspects.
• Working knowledge of the regulations that cover radioactive products as related to packaging, shipping, and safety.
• Excellent communication skills, diplomacy and tact.
• Driven to provide the highest level of customer service and satisfaction.
• Calm and well organized to handle high volume and constant change.
• Ability to respond quickly to emergency situations.
• Accurate/thorough/detail-oriented.
• Working knowledge of Oracle order management system, including customized solutions required for new products.

Why join BWXT Medical?

• Work within the growing and exciting nuclear medicine industry as well as with highly skilled employees.
• Competitive salaries.
• Company match pension plan.
• Comprehensive health and dental benefits.
• Education Reimbursement Program.
• Life insurance.
• Collaborative work environment… and so much more!

The base salary range for this position in British Columbia (CA-BC) at the start of employment is expected to be between $74,000 and $111,000 per year. However, the base salary offered is based on local job market factors and may vary further depending on factors specific to the selected job candidate, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to these considerations, the total compensation package for this position may also include other elements, such as an annual cash incentive in addition to a full range of medical, retirement, and/or other benefits. Details of participation in these benefit plans will be provided at such time the selected job candidate receives an offer of employment.

Learn more about how BWXT employs nuclear technology to solve some of the world’s most important problems. BWXT’s showcases our innovation in commercial nuclear power, addressing climate change, as well as our advanced nuclear medicine products treating patients around the world. We are People Strong. Innovation Driven.

BWXT Medical Ltd. embraces diversity of thought, values individuality, encourages new perspectives and provides equal opportunity in employment for all qualified employees and applicants without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability, a conviction for which a pardon has been granted or a record suspended or any other category protected by federal law.

BWXT Medical Ltd. is committed to fostering an accessible, fair, and inclusive environment where all employees are able to access goods while being respected and supported. If you require accommodations during the application or interview process, please advise us as soon as possible so appropriate arrangements can be made. If you require information in a format that is accessible to you, please contact Human Resources.

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